Client Success Manager II

GD ePayments is a global mobile security technology company headquartered in Munich Germany. The company is part of the GieseckeDevrient group. GD ePayments has a workforce of 5300 employees and generated sales of EUR 877 m in the 2019 fiscal year. More than 40 sales and partner offices as well as 20 certified production and personalization sites and data centers ensure client proximity worldwide.

GD ePayments manages and secures billions of digital identities throughout their entire life cycle. Our products and solutions are used by commercial banks mobile network operators car and mobile device manufacturers business enterprises transit authorities and health insurances and their clients every day to secure payment communication and device-to-device interaction. GD ePayments is a technology leader in its markets and holds a strong competitive position.

The Client Success Manager II (CSM II) is responsible for providing the highest level of quality service and ensuring for excellent internal and external communication to support our Clients day to day requirements and specifications. The CSM II seeks to understand the client needs and suggests the appropriate solutions products and services to best meet those needs in collaboration with Sales. The CSM II is responsible for successful execution of client projects and serves as the direct daily liaison between the client and internal stakeholders.

The CSM II responsibilities also include processing orders; inventory management; coordinating with Other CSMs production scheduling and logistics teams; and invoicing. This position requires direct interface with internal stakeholders in a variety of departments collaborating to ensure for a timely accurate and excellent client delivery experience. A high level of responsiveness attention to detail and service is required for all duties.

• Act as the lead point of daily contact for any and all matters specific to assigned client accounts.
• Serve as a subject matter expert as it relates to a key client segment in GDs Client portfolio and assist in shaping the client experience for this segment
• Act as a liaison between assigned Clients and GD team to provide first level Client support coordinating both internally and externally as required
• Anticipate Client needs based on market changes and payment association guidelines and plan to harmonize changes across impacted clients proactively and accordingly
• Manage communication with the Client and track work in progress (WIP) items on a GD Client dashboard; lead standing client calls to review and update all WIP items
• Aggregate monitor analyze and report performance metric results
• Support new Client onboarding activities in collaboration with Sales and other stakeholders
• Facilitate and lead card and project design technical and implementation meetings collaborating with SMEs as required
• Coordinate and attend client Business Reviews as required presenting details that illustrate account health and activity
• Review forecasted volumes with actual orders and manage updates with Clients Sales Demand Analysts and Operations
• Use the ERP system and other GD tools to independently execute tasks and support communication and information gathering
• Work with GD Systems (such as JIRA and SAP) to advise on Change Requests as they relate to Client requests or GD-driven changes affecting the Client; ensure for accuracy and completeness and consult where necessary
• Establish IT development/project workback schedules through direct communication with the Production IT Operations and Billing teams
• Coordinate Client on-site visits for press validations audits and/or tours ensuring all relevant departments are aware and can support the Client expectations
• Manage the processing of Client sales orders to include order confirmation and compliance verification for feasibility product/material availability schedules and other relevant areas
• Establish production and delivery schedules through direct communication with the Planning and Scheduling group or other GD manufacturing facilities as needed
• Support issuance requirements for client portfolios and assist clients to manage forecast and inventory to ensure no interruption to issuance
• Support clients with inventory management by providing weekly or monthly inventory reports/order status reports as required
• Assist with submission and acceptance of orders to and from the LB (Load Balancing) program to track orders with other GD production sites including any claim handling
• Support Finance Department for preparation of month end invoicing and in validating correct pricing
• Manage the end-to-end process of collateral procurement on behalf of clients (from PO Requisition to proofing to invoicing)
• Verify pricing on Client POs vs. quotations and/or Clients contracts
• Coordinate with internal Shipping department to ensure for accurate and on-time delivery
• Serve as first line of Client support for incident reporting and incident management following up and supporting as required to see the issue through prompt resolution
• Work closely with the Quality team to assist with Client incident investigations collaborate on root cause and corrective actions
• Identifies upsell and cross-selling of GD products and services and refers opportunities to Sales.
• Demonstrated advanced and independent working knowledge and understanding of all end-to-end processes across varying client types
• Demonstrated advanced and independent working knowledge of both card body manufacturing and service bureau/fulfillment (as demonstrated by action and/or via certification)
• Demonstrated ability to serve as a thought leader influencer and successful people manager as it relates to driving best practices and action on behalf of clients
• Demonstrated successful relationship management and ownership of complex top-tier clients

• Bachelors degree preferred
• 5 years of experience in a similar or related client-facing role
• Excellent organization planning and multitasking skills with high attention to detail
• Efficient communication skills and excellent command of English both written and verbal
• A self-motivated team player with ability to interact in a collaborative manner
• An ability to be unfailingly civil and respectful to both internal and external Clients
• A self-starter with excellent problem-solving skills and a continuous improvement mindset
• Proficient and independent user of Microsoft Office applications (Word Excel PowerPoint Outlook)
• General understanding of ERP system functionality with respect to order processing inventory management status monitoring and receiving
• Flexible to work outside of standard business hours when needed as well as willing and able to travel (up to 10%)
• Experience with SAP strongly preferred
• Card and/or payment industry experience strongly preferred
• Printing experience strongly preferred

The pay range for this position is $64000-$80000 and is eligible for an annual bonus. Benefits offered to eligible employees include medical (PPO and HDHP with HSA) dental vision paid time off paid holidays 401K w/ employer match short/long term disability life insurance healthcare and dependent care flexible spending EAP commuter benefits education assistance pet insurance legal and more.

$$ GieseckeDevrient ePayments America Inc. endeavors to make to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process please contact Human Resources at or

GieseckeDevrient ePayments America Inc. is an Equal Opportunity Employer M/F/Veteran/Disability/Sexual Orientation/Gender Identity

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Manager