Customer Success Manager
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
Key Missions
- Responsible for Contract Execution and Customer Satisfaction.
- Establish and maintain trust with the customer, leading the customer lifecycle efforts to fulfill IDEMIA contractual KPIs with the customer.
- Develop an in-depth understanding of the customer journey and insights, and establish success plans to support customer outcomes.
- Drive product and feature adoption, and drive proactive communication with the customer about new releases and features through the product lifecycle
- Ensure the IDEMIA operational readiness to manage new customers, renewals, and change requests. Drive upsell by identifying opportunities to bring additional value to customers.
- Manage customer escalations and coordinate delivery teams as needed in critical situations
- Able to travel as and when reasonably requested.
Profile & Other Information
Qualifications and experience
- 5-year experience as Operations Manager, Service Delivery Manager, or Customer Success Manager in the Telecom/IT Industry. Familiarity with Customer Success best practices would be an advantage.
- Direct Customer facing experience is mandatory.
- Assist customers with technical questions, troubleshooting issues with the technical support team to ensure that complex issues are handled quickly and effectively.
- ITIL V4 Foundation/PMP certification would be advantageous
Product Knowledge
A broad knowledge of the following IT/Telecoms areas would be highly advantageous:
- Service delivery on cloud platform
- High Level understanding of IT Digital solutions setup
- GSMA Remote Sim Provisioning Specifications - Consumer and M2M
- Knowledge of eUICC
- Knowledge of IoT and M2M value chain
Industry knowledge
- Relevant industry knowledge of Telecommunications, Internet of Things, eSIM
- Experience with industry standard software development and service management methodologies.
Communication skills
- Fluent in English, Korean and Japanese (Written and Spoken).
- Ability to communicate in Business Japanese would be an advantage.
- Communicate effectively and professionally with customers and other third-party companies.
- Ability to work and interact effectively in a team environment.
- Attention to details in communications
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