Customer Success Manager Bucharest

Customer Success Manager
Bucureşti
Bucharest, Bucharest, Romania

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2, 000 financial institutions, mobile operators, automotive manufacturers, and Io
T providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Purpose

This role provides customer relationship and project management and is responsible for the
-
- 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
- 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

INDUSTRY SKILLS

SOFT SKILLS

EDUCATION / CERTIFICATION

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2, 000 financial institutions, mobile operators, automotive manufacturers, and Io
T providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

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