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 company’s 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

• Bachelor’s 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