Customer Success Manager

Purpose

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

Key Missions

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 companys limits

Customer Relationship management
Develop good rapport with Key Customer Managers
Identification and delivery of value additions to customer regularly

Profile & Other Information

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

• Bachelors 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