Client Integration and Support Senior Manager APAC & India
Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.
Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
We are seeking a dynamic and customer-focused India & APAC Client Integration and Support Manager to oversee and lead our sales engineering and customer support regional Team. This role is pivotal in delivering exceptional customer service, foster team performance and work collaboratively with Sales Team to grow together a business in that region. The ideal candidate will possess exceptional communication skills, a strong technical aptitude and past customer- facing experience.
Key Missions
Key Responsibilities
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Technical Customer Support Operations:
• Serve as the primary point of contact for client support inquiries, troubleshooting, and resolution of technical issues.
• Escalate and coordinate medium to complex technical issues with the appropriate internal teams, ensuring timely resolution.
• Identify and address recurring issues to improve overall customer satisfaction.
• Monitor and manage ticket queues, response times and resolution rates.
• Monetize support offer to customer and participate in customer negotiation. Identify opportunities to upsell or expand services based on client needs.
• Be accountable for both sales and costs budget and financial metrics for the respective region
• Maintain and develop customer satisfaction
• Participate actively to Business Line growth
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Team Leadership:
• Lead, mentor and manage a team across India and APAC region.
• Develop and implement performance metrics to track and improve Team productivity and quality.
• Provide regular coaching, training and feedback to Team Members to improve and enhance Skills. Be responsible for Team engagement and commitment. Drive actions following Engagement Survey output.
• Foster a positive and collaborative work environment, promoting team growth and learning mindset.
• Willingness to maximize any customer partnership through identification of new opportunities, change requests from customers. -
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Process Improvement:
• Analyze support workflows to identify inefficiencies and implement process enhancements.
• Collaborate with global and regional teams to streamline support processes and implement best practices. Work with cross-functional Teams like Product, Sales, Client Solutions to ensure customer feedback informs product and service improvement. -
Reporting & Metrics:
• Maintain accurate records of client interactions, technical issues, and resolutions in CRM systems.
• Generate and present reports on client satisfaction, integration timelines, and support performance metrics.
Skills/Qualifications:
• Bachelor’s degree in Software Engineering
• Total 10+ years' Experience in sales-engineering, customer support or sales field in the electronics industry.
• 5 yrs experience in Management of a multinational team
• Strong technical aptitude in Electronics Industry
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple clients and projects simultaneously in a fast-paced environment.
• Previous work experience in an international, multi-cultural matrixed organization
• Previous work experience as Sales or Integration Project Manager is a plus
Profile & Other Information
By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.
We deliver cutting edge, future proof innovation that reach the highest technological standards 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.
Visit our website to know more about the leader in Identity Technologies