Customer Success Manager

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

This role provides customer relationship and project management and is responsible for the day-to-day management of key client projects.

      Customer Management on Run aspects

•    Coordination with customer and all operational stakeholders (IDEMIA and potential 3rd parties)

•    Reporting inside IDEMIA and with customer about RUN activities and progress

•    Operational and commercial alignment with BU

•    Live customer contract knowledge and execution ownership

•    Incidents follow-up and compliance with support KPIs

•    Coordination with necessary resources for troubleshooting

•    Customer activity KPIs review & communication. Identification of improvement actions when needed

•    Crisis Management

•    Third party management : PO & invoicing, follow up 3rd party KPIs, prepare and conduct operational meetings

•    Customer escalation :

•    Proactively identify and raise alerts internally before customer escalation

•    Escalate issues to the proper level for speedy resolution

      Scope management & CR Identification (Run)

•    Service delivery in line with contractual SLA 

•    Scope change identification in line with BU 

•    Service Request management

      Customer Satisfaction management  during Run phase

      Transfer To Support

•    Accountability on Transfer To Support success execution 

      Financial Management (Run)

•    Run business sustainability monitoring on a customer level

•    Forecast, monitor and control RUN costs

•    Transaction capture

•    Customer business/activity trend anticipation & communication

•     Plan and trigger timely customer invoicing

•    Change identification – proactivity to promote CR with margins within company's limits

      Customer Relationship management

•    Develop good rapport with Key Customer Managers 

•    Identification and delivery of value additions to customer regularly

EXPERIENCE / BACKGROUND

• At least 5-8 years work experience in project management in solution delivery
• The position requires strong background and experience in solution, integration and deployment, customer expectation management and collaboration with build, run and architect teams.

INDUSTRY SKILLS

• IT Background: High level understanding of IT/Solutions Architecture
•  Experience with industry standard software development and service management methodologies.

SOFT SKILLS

•  Proficient in spoken and written in both English and French (CSM will need to interface with French speaking clients), , other languages are a plus
•  Problem solving attitude/tools/techniques
•  Ability to read, analyze and interpret business agreements and technical specifications
•  Ability to write reports, business correspondence, and procedure manuals
•  Excellent social or interpersonal skills,
•  Good leadership skills
•  Proficient in Microsoft Office and Microsoft Project
•  PMP, Agile, ITIL, Six Sigma or equivalent certified is a plus
•  Multi-tasking skills
•  Assertiveness
•  Extensive product and industry knowledge
•  Negotiation skills
•  Excellent communication skills
•  Ability to work both independently and in a team environment.

EDUCATION / CERTIFICATION

• Bachelor's degree of IT related courses like Computer Engineering, ECE Computer Science, IT from credible college or university;
• Project Management Certifications (PMP or Prince 2) is a plus
•  ITIL certification is a plus

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

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