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Customer Relationship Manager Nordics

An exciting opportunity has arisen to join our Telecare department. 

The Person:

You have experience in customer service and support in a high-tech environment. Preferably in the telco space. You may have a background in connected health, elderly care systems, alarm or security devices. In either case you should be energetic, keen to learn using your own initiative and be able to work well with others maintaining a positive approach at all times.

The Role:

This is a customer-facing role where you will be responsible for the service relationship with the customer. Including pre-sales, onboarding, deployment and the day to day operation of CSLs connectivity services and IoT solutions towards the customer. You will have technical ownership of assigned accounts and lead all aspects of training and implementation plans for CSL services. Critical connections and cellular services are a big part of our customers core business and you will be their main technical advisor. Ensuring the customer understands the value CSL bring in the critical comms industry. The role will also have an element of commercial and sales-oriented interaction with the customer, meaning you would need to understand the bigger picture. 

Duties & Responsibilities:

This role will encompass a range of responsibilities including but not limited to:

• Drive the operational and technical relationship with the customer including weekly and monthly calls and reviews

• Drive service implementation, onboarding and ramp-up

• Lead in fault finding and investigation to root cause

• Ensure service level targets are fulfilled with continuous improvement

• Be a technical advisor to the customer

• Lead training on critical comms towards the customer and their partners, the municipalities and local authorities

• Liaising with mobile network operators and other partners

• Creating support tickets and follow up

Key Skills & Qualifications:

• High-level understanding of cellular IoT/M2M environment including: 2G/3G/4G, Voice, SMSs, IP, APNs, VPNs, SIMs

• Good understanding of wireless network architecture, service platforms and cloud services

• Show attention to detail in diagnosing, fault finding and resolving customer issues

• Experience in B2B business accounts from a service perspective

• Driven to provide excellent service to customers

• Ability to develop relationships at all levels of internal and external organisations

• Excellent communication and presentation skills both written and verbal (Swedish & English)

• Confident meeting with customers

• Good organisational skills

• Good commercial understanding

• Understanding of Telecare industry

• Good knowledge of IT applications e.g. Word, Excel, PowerPoint, Outlook

• Ability to travel when needed

• Ability to work in a fast-changing environment

 If you have the above skills please apply now with an indication of your salary expectations for the role. With regret, due to the high volume of applications we are currently receiving, only successful candidates will be contacted.

 CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity.