Customer Relationship Specialist

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Location: Cambridge or Bristol (In-Hub or Hybrid)

Hours of work: 40 hours per week

Length: Full-time / Permanent

Job Reference: FPP/CRS1

Salary: £40,000 - £50,000 per annum

Our vision is to improve every positioning solution

We are driven by a purpose to set a new standard for positioning technologies. Our advanced technology, which is an integral part of a chip or operating system, is transforming the capabilities of billions of devices used every day around the world, enhancing the efficiency and safety of everyday life.

The Opportunity:

As the Customer Relationship Specialist at FocalPoint, you will be responsible for managing long-term existing customer relationships and assisting in the engagement of new business development conversations.

You will play a key role in managing the various customer touch-points throughout the account management life cycle and maximising FocalPoint's commercial efforts, working closely with our Marketing Team. This position requires a unique blend of business development, customer service skills, marketing expertise, and a passion for building strong relationships with customers.

Working alongside our Business Development Lead, you will continue to strengthen customer relationships, manage accounts within Pipedrive, our CRM system and ensure brand loyalty is retained.

Key Responsibilities

Customer Relationship Management

• Work closely with our Business Development Lead to develop and implement innovative customer relationship strategies to manage long-term existing relationships and drive customer loyalty
• Assist our Business Development Lead in the engagement and development of new business opportunities
• Mutually agree with our VP Sales and Business Development and Business Development Lead, when you will serve as the primary contact for each customer, addressing enquiries, resolving issues and providing exceptional customer service
• Collaborate with cross functional teams and stakeholders across the organisation (Sales, Product, Marketing and Engineering) to ensure alignment in delivering exceptional customer experiences
• Be a trusted advisor to our internal and external customers
• Driving the success of all customer accounts by researching leads, initiating meaningful conversations, and strategically positioning our offerings
• From time to time, seek out potential business opportunities including new markets, partnerships and customer segments

• Utilising our CRM system Pipedrive, you will maximise the efficiency of the CRM data and software to improve customer care
• Act as a point-of-resource to other departments in the company relating to customers and the CRM software
• Collaborate with the Marketing Team to develop and execute Marketing campaigns and initiatives that effectively target and engage our customers
• Contribute ideas to improve productivity and customer experience and participate in activities and projects designed to improve customer satisfaction and business performance

• Utilise our CRM system to maintain accurate and up to date customer information, track interactions and measure the effectiveness of our communications efforts
• Maximise characteristics and benefits of the CRM system, creating and interpreting data for reporting
• Monitor and analyse customer feedback, reviews, and satisfaction surveys to identify areas for improvement and implement customer-centric solutions
• Track and report on business development activities, CRM pipeline status and progress towards revenue targets
• Stay informed about industry trends, competitor activities, and emerging opportunities to support strategic decision-making
• Communicate with the Engineering team to understand timeframes for product delivery and metricate level of success against our commercial deliverables

Your Experience

Essential

• Experience of deep-tech customer management in the technology sector, ideally experienced in both chipset and also handset/OEM/Applications
• Ability to work effectively to tight deadlines within a collaborative team-oriented environment using sound judgement in decision-making
• Proven experience in building/fostering/owning relationships, maximising value to the customer
• Ability to help customers identify and overcome technical complexities to drive adoption of new technology
• Demonstrated motivation and passion to create and deliver innovative customer experience
• Excellent communication skills, both verbal and written, with strong IT, technical, analytical and problem-solving skills
• Proactive and results-oriented with a keen interest in technology
• Ability to work collaboratively in a team and independently when required

Desirable

• Science/Engineering or Business Development/Account management degree
• Experience with GNSS chipset product development
• Proven experience networking and confidently talking to customers
• Familiarity with GNSS technology and experience in the technology or automotive sector is advantageous

Your Development and Perks

Your development is equally important as our business grows and we offer opportunities including appraisals, career development plans, training courses, feedback sessions through 1-2-1 meetings, knowledge-sharing and cross-training.

Our generous benefits package includes the following;

• 8% company contribution pension scheme
• 25 days annual leave + bank holidays 
• Office closure between Christmas - New Year's Day 
• Additional annual leave based on your length of service 
• Paid professional memberships and career development through our personalised framework
• Access to our company-owned equipment list allowing you to choose your own hardware 
• Company-wide social events and team lunches on a weekly basis 
• Company Options Scheme*
• Up to £5000 Recommend a Friend scheme 
• Cycle to Work Scheme 
• Vitality Health Core Package private healthcare (inclusive of mental health cover, EAP, dental, hearing and optical cover, and more)

*Company options are not offered as part of the package. You may be offered them through your employment. 

Are You Ready to Change the World?

Our people are at the heart of everything we do and our successes are achievements driven by our employees. We thrive on building a global organisation that is truly focussed on growing an inclusive culture where staff feel supported and empowered to achieve their full potential. We aim to attract diverse talent from around the world and ensure fairness, and equality is at the top of our agenda.