Customer Relationship Management Lead Specialist

1 day ago


Stockholm, Stockholm, Sweden XBP Europe Full time
Job Description

Promote CRM Team Activity to drive business growth through effective client management.

  • Manage CRM and Service Management Teams in the delivery of client relationships, including MI & SLA reporting, invoicing, and issue resolution.
Account Planning and Governance
  • Develop account plans and strategic approaches in collaboration with Sales and Solutions teams as required.
  • Ensure contractual governance is delivered to clients at the appropriate level.
Client Knowledge and Understanding
  • Identify and update client organization charts, decision levels, and processes.
  • Understand services and solutions provided to customers.
  • Know contracts, including Master Service Agreements (MSAs), and maintain a documents library.
  • Renew expiring contracts to ensure continuity of service.
Profitability Review
  • Work with Finance and PLM teams to analyze profitability of new and existing contracts, renewals, and business direction.
  • Escalate revenue or profitability decreases to management and support finance in collecting debt-aged invoices.
Customer Satisfaction
  • Maintain high customer satisfaction levels by communicating risks, progressing service performance challenges, and promoting positive XBP brand initiatives.
  • Provide statistics and reports to clients and prepare for client steering committees and external audits.

We prioritize individual privacy and adhere to GDPR policies. Our recruitment process selects candidates based on merit and skills aligned with position requirements.

XBP Europe is committed to creating a diverse environment and provides equality, fairness, and respect for all employees. We oppose and avoid unlawful discrimination.



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