Job Description

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Domain

Business Management

Job Family

Customer Services

Job Sub-Family

Customer Services

Purpose

The Customer Service Manager job is a strategic management role with responsibility for the delivery of all customer ‘business as usual’ (BAU) activity. This role also forms part of the wider European Customer Service Team.

Primarily, the role is to lead the Customer Service team to exceed internal & external expectations, to deliver business and customer objectives (including KPIs & SLAs), and to drive & deliver the Customer Service strategy.

This is a customer facing role, acting as the BAU interface between the customer and the business in order to successfully manage requirements & expectations.

This is also a commercial role, with a requirement to develop customer relationships and support business growth targets & objectives through the Customer Service Team.

Key Missions

• Owns customer relationship management through regular customer engagement
• Establishes the contractual governance with the customer and ensure proper executive of the associated routine such as monthly steerco, etc.
• Monitors customer service contractual KPIs and maintenance budget, and drives associated action plans
• Identifies and raises alerts internally before customer escalation
• Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders
• Coordinates stakeholders for troubleshooting
• Organizes regular communication internally and externally (with the customers)
• Identifies service request opportunities. Supports the AM with initial testing and feasibility analysis.
• Identifies retention ideas to maintain customers satisfaction and secure contract renewal
• Handles moderately complex issues and problems and refers more complex issues to higher-level staff
• Possess solid working knowledge of subject matter
• Provides leadership, coaching, and mentoring to a subordinate group
• Performs work under general supervision

Profile & Other Information

• Ability to define and deliver strategic and commercially focused end to end customer account management services
• Ability to define and deliver world class customer service strategy
• Customer account management experience, with knowledge of contracting, pricing & account profitability
• Strong commercial/customer service management background
• Previous experience of managing a large team & team managers
• Evidenced commercial acumen / experience of managing budgets
• Effective communication skills are essential; comfortable dealing with senior level contacts
• Proven track record of self motivation and motivation of others
• Strong influencing and problem solving skills are essential, as is willingness to take ownership
• Proven ability to understand customer requirements vs. operational capabilities and commercial considerations
• Creative and reasoned decision maker; proven ability to make effective & timely decisions, often in pressurised situations
• Experience of managing multiple & complex processes
• Previous experience of defining and implementing KPIs and metrics, as well as a focus on metrics as a business tool for delivering value both internally and externally
• Strong management reporting and analysis skills
• Excellent networking and collaboration skills
• Effective presentation skills
• Previous experience of managing complex service offers & delivering contractual SLAs
• Knowledge / experience of quality & continuous improvement systems, tools & techniques
• Previous experience of Financial Services or manufacturing desirable
• Project delivery skills are desirable
• Experience of working in a global organisation is an advantage

Competencies

NegotiationProactivityRelationship ManagementInterpersonal CommunicationsProblem SolvingProject ManagementMarket, Business & Product KnowledgeCustomer Relationship Management (CRM)Business AcumenCustomer ServiceDecision MakingEnglishInfluencing SkillsMultitaskingOrganizational skillsPeople ManagementPresentation skillsTalent & Performance ManagementTeamworkTime ManagementVerbal & written communication

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

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.

Visit our website to know more about the leader in Identity Technologies

www.idemia.com