9. Customer Relationship Management specialist
Lot 2: specialised external consultancy services in the field of information systems
Nature of the tasks
Customer relationship management aiming at the adoption of digital solutions
Creation of stakeholder maps or similar
Creation of adoption dashboards and reports
Overseeing the adoption journey of several types of stakeholders
Resolving stakeholder complaints quickly and efficiently
Contributing to the success of digital projects and initiatives by keeping stakeholders updated to ensure their adoption of digital solutions
Identifying the services needed to ensure stakeholder satisfaction
Autonomously turn communication objectives into strategies, tasks and activities and oversee / contribute to their implementation
Managing communications and defining strategies to increase results in line with defined adoption targets (from awareness to action)
Creating and enforcing plans that help meet the needs of stakeholders
Reporting to relevant structures
Education : EQF6 ideally within communication, classics or similar
Specific expertise and technologies
Knowledge of customer relationship management practices and tools
Knowledge in using tools to build stakeholder maps
Knowledge in using tools to build adoption dashboards and reports
Knowledge in analysing customer segments, e.g., experiencing a specific product problem
Experience in the use of Atlassian collaborative tools (e.g., Confluence and Jira) and Microsoft Office Tools (e.g., PowerPoint)
Experience in (or familiarity with) the IT domain is a plus.
Certification and/or Standards
Not applicable
Skills
Ability to work autonomously, managing his/her own workload independently, providing status updates, liaising with others and escalating issues as appropriate.
Strong interpersonal skills and ability to understand what each stakeholder wants and needs
Aptitude to foster positive relationships
Problem-solving attitude
Excellent communication skills
Ability to prepare clear and well-structured documents, and presentations
Teamwork and leadership skills, including ability to work in a friendly, organised, and well-structured manner also under pressure
On-call services foreseen for this profile : Yes
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