Customer Relations and Product Specialist

Summary

Join Bromcom as a MAT Relationship Manager (MRM) and cultivate strong relationships with Multi-Academy Trusts (MATs). You will manage CRM calls, conduct customer satisfaction surveys, and identify upselling opportunities. The role involves building reference sites, organizing forums, and collaborating with internal teams. You will be responsible for managing the CRM process and engaging with MAT customers to develop relationships to secure them as reference sites. Success in this role requires strong relationship-building skills, CRM expertise, and product knowledge. The MRM plays a crucial role in driving customer satisfaction and identifying new business opportunities for Bromcom.

Requirements

• Manage and closely monitor routine CRM Calls and RAG rating/classification of customers under: Gold Partner, Reference Site, Standard Reference Sites, Green status, Amber status, Red status
• Secure deliverables from the reference sites e.g. quotes, blogs, case studies, video testimonials and ‘leads’
• Follow CRM Calls and Actions (specifically RED sites and Amber)
• Organize forums MAT and LAs by persuading Gold Partners to chair and support events
• Achieve customer relationship targets and KPI’s as set by the Head of Sales and Marketing

Responsibilities

• Manage and closely monitor routine CRM Calls and RAG rating/classification of customers
• Secure deliverables from the reference sites e.g. quotes, blogs, case studies, video testimonials and ‘leads’
• Follow CRM Calls and Actions (specifically RED sites and Amber)
• Organize forums MAT and LAs by persuading Gold Partners to chair and support events
• Perform to industry/company standard in terms of daily Team Call rates and time to record the details
• Seek consent to record the Team Calls for purposes of training, quality and writing up mini case studies make them available for QA and also marketing
• Exploit Digital Transformation in your work
• Maintain an up-to-date rota for termly CRM calls in D365 records to provide the same views and various automated actions etc…
• Carry out customer satisfaction surveys (MCRM script / format) and reviews and share within “MCRM Notification” mail group
• Upload MCRM form on the D365 CRM and ensure Sales / Customer Success Mangers are aware of call details and any actions from the call
• Build and maintain relationships with Reference Site Customers and key personnel within customers and have at your fingertip when it is needed by the Sales Department
• Achieve customer relationship targets and KPI’s as set by the Head of Sales and Marketing
• Pass new business leads to the sales team – specifically MATs
• Pass upselling leads to the sales team
• Alert the sales team to opportunities for further sales within key customers
• Let customers know about other products the company offers
• Conduct reviews to ensure customers are satisfied with their products and services
• Attend meetings with customers to build relationships with existing accounts
• Work closely with Head of Customer On-boarding and Services and Sales and Marketing Team
• Escalate and resolve areas of concern as raised by customers or from CRM Calls
• Monitor company performance against service level agreements and flagging potential issues
• Liaise with internal departments to ensure customer needs are fulfilled effectively
• Maintain your present product knowledge on the following specific products and any other that may come in future: Bromcom MIS, Bromcom MAT Vision, Bromcom Vision-X, Bromcom Analytics
• Assist you directly in your conversation with MATs and interpret their feedback. This is not solve their problem or advise them but to capture their requirements well and pass on to CSM
• Subject to time allocation, from time to time you may need to support in Bid Writing in relation to MATs or LAs
• In case of staff shortage, you may be asked to step in for an overview product demo on the above 4 product lines
• Maintain close contact with Vision-X Customers (or LAs) and keep close ears if any procurement plans emerge. If so to inform the Sales Department