Customer Success Manager

Customer Success Manager at IDEMIA. Responsible for customer relationship management, contractual governance, and ensuring customer satisfaction and contract renewal.

Requirements

• Owns customer relationship management through regular customer engagement
• Establishes the contractual governance with the customer and ensure proper execution of the associated routine
• 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
• Handles moderately complex issues and problems and refers more complex issues to higher-level staff
• Provides leadership, coaching, and mentoring to a subordinate group
• Performs work under general supervision

Benefits

• By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities