Customer Service Project Manager
You may not know our name, but you have surely used our innovations and solutions.
Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.
We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.
We serve our clients in 180 countries thanks to our 15,000 employees worldwide.
Purpose
As the central point of contact between the Dijon service center and the Swiss sales team, the Customer Service Project Manager plays a key role in facilitating communication between technical teams, customer representatives, and IDEMIA’s production departments. You will also support the Swiss sales team in preparing responses to calls for tender. You will be responsible of project management and technical support for customers in the fields of electronic banking, transport and loyalty.
Key Missions
As our new Customer Service Project Manager, you will:
- Manage the Swiss customer setup in Dijon for day-to-day BAU activities, including handling incoming requests and enquiries.
- Act as the liaison between the Swiss Sales team and the Dijon Service Center, ensuring clear communication and prompt resolution of issues.
- Coordinate contract execution with internal and external stakeholders to maintain high customer satisfaction.
- Create and present internal reports and presentations, providing transparent status updates on open changes and queries.
- Host Swiss customers at the Dijon facility alongside the Swiss Sales team to capture product/service requirements and define service levels.
- Oversee the validation of service specifications in collaboration with subject-matter experts.
- Develop project schedules, including resource planning and workload management, and monitor projects from definition through implementation.
- Organize and lead project-related meetings (kick-off, progress, and closure) and document outcomes for both internal and external distribution.
- Manage and coordinate cross-functional teams (interdepartmental and international) involved in the projects.
- Test deliverables to ensure they meet customer and technical specifications.
- Handle complex problems, complaints, and inquiries, providing effective recommendations and solutions.
- Ensure compliance with the site's quality policy, safety & security (S&ST) guidelines, and environmental regulations.
To succeed on this position you should have the following:
- Education: BAC +4 to BAC +5 level or equivalent professional experience.
- Experience: Minimum of 3 years in a commercial or client-facing environment with robust project management responsibilities.
- Languages: Fluency in English and French, both written and spoken; technical English proficiency is essential.
- Strong technical understanding of the smart card industry. Familiarity with electronic banking, particularly EMV applications, and cryptographic principles.
- Proficiency in Microsoft Office tools (Word, Excel, Outlook, PowerPoint).
- Experience with activity tracking tools such as MS Project or Gantt charts.
- Openness to travel occasionally within France.
Nice to Have
- German language
Profile & Other Information
By choosing to work at IDEMIA, you can join the journey of a unique tech company. You can seize all the opportunities of our fast-paced environment. You can add your distinctive qualities to our global community. You can contribute to a safer world.
We deliver cutting edge, future proof innovation that reach the highest technological standards. We’re well established, and yet still agile. We aren’t too big, and we aren’t too small. 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.
Our teams are close and collaborative; maintaining a dialogue and developing human connections matter to us. We are truly international and we know that diversity is a key driver of innovation and performance. We welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
Each of our locations has its own advantages to offer a collaborative and friendly work environment.
IDEMIA. Expect the unexpected. Join the journey of a unique tech company.