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.

Purpose

This role provides customer relationship and contract execution. The CSM is responsible of the day-to-day customer management.

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

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