Customer Relations Manager and Product Specialist

The Customer Relations Manager and Product Specialist works closely with the Sales Team to manage relationships with Multi Academy Trust (MAT) customers, primarily below Top 20 in terms of the total number of schools they have.

As CRM, you will be providing regular routine calls to MAT customers to carry out customer experience satisfaction surveys. This will be at least once a term, but possibly more frequently as required. Any leads for upselling will be passed on to the other team members for targeted opportunities e.g. a campaign to upsell Bromcom’s MAT Finance.

You will be responsible for managing the CRM process and engaging with MAT Customers to develop relationships to secure them as reference sites. The role will involve building deep and long-lasting relationships with key customers, and using these relationships to promote Bromcom with the eventual aim of creating additional opportunities for Bromcom to engage with new prospects.

The key elements of the role CRM are:

1. Manage and closely monitor routine CRM Calls and RAG rating/classification of customers under:

   • Gold Partner – signed up to Bromcom’s T&Cs

   • Reference Site – signed up to Bromcom’s T&Cs

   • Standard Reference Sites – signed up to Bromcom’s T&Cs

   • Green status – as per CRM Call and update from CO & S Department

   • Amber status – as per CRM Call and update from CO & S Department

   • Red status – as per CRM Call and update from CO & S Department

2. Open Days and User Group Meetings, MATs, Schools

3. Securing deliverables from the reference sites e.g. quotes, blogs, case studies, video testimonials and ‘leads’.

4. Following CRM Calls and Actions (specifically RED and Amber sites).

5. Organising forums MAT and LAs by persuading Gold Partners to chair and support events

General responsibilities of the Customer Relationship Manager

• Perform to industry/company standard in terms of daily Team Call rates and take 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. Eg rather than calling to make appointment send templated personalised invite with “MS Meeting Booking” hence avoid wasteful phone calls to make an appointment. Later date you can trial sending recorded video message to make it a better customer experience.

• Maintain an up-to-date rota for termly CRM calls in D365 records to provide the same views and various automated actions etc…

• Carrying out customer satisfaction surveys (MCRM script / format) and reviews and share within “MCRM Notification” mail group.

• MCRM form uploaded on the D365 CRM and ensuring Sales / Customer Success Managers are aware of call details and any actions from the call

• Building and maintaining relationships with Reference Site Customers and key personnel within customers and have at your fingertip when it is needed by the Sales Department.

• Achieving customer relationship targets and KPI’s as set by the Head of Sales and Marketing.

• Passing new business leads to the sales team – specifically MATs

• Passing upselling leads to the sales team

• Alerting the sales team to opportunities for further sales within key customers.

• Letting customers know about other products the company offers.

• Conducting reviews to ensure customers are satisfied with their products and services.

• Attending meetings with customers to build relationships with existing accounts.

• Working closely with Head of Customer On-boarding and Services and Sales and Marketing Team

• Escalating and resolving areas of concern as raised by customers or from CRM Calls

• Monitoring company performance against service level agreements and flagging potential issues.

• Liaising with internal departments to ensure customer needs are fulfilled effectively.

B. Product Specialist:

To 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

Your need to be product specialist is threefold:

1. To 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.

2. Subject to time allocation, from time to time you may need to support in Bid Writing in relation to MATs or LAs. Your product knowledge in specific area will be welcome. In case of staff shortage, you may be asked to step in for an overview product demo on the above 4 product lines.

3. Vision-X Customers: The Company provided Vision-X free of charge basis to some MATs until end of August 2023. We need to make sure we maintain close contact with these MATs (or LAs) and keep close ears if any procurement plans emerge. If so to inform the Sales Department.

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