Customer Success Manager

IDEMIA is the global leader in identity and security. Our mission is to create a safe and simple future where identity verification is indisputable, and only you can assert your identity. We are a distributed company leveraging the latest technologies to deliver world-class products in the private and public sectors of finance, telecom, identity, security, retail, sports entertainment, commercial, government, and IoT. We use a variety of technologies and approaches to deliver quality product and services to government agencies and technology companies. IDEMIA is a made up of a group of 14,000 diverse people from different nationalities, speaking over 20 different languages. Together, our solutions impact the everyday lives of citizens and nations. In this ever-changing world, protecting your identity is paramount. Join the team that is ensuring one person - one identity.

Responsibilities

About Smart Biometrics: The Smart Biometrics is the Business Line of IPS division (IDEMIA Public Security). While being on the mission of protecting customer assets with frictionless journey, Smart Biometrics' ambition is to become a leader in biometric solutions and services for enterprises. We expertise in design and production of biometric sensors, enrollment & authentication devices, physical and logical access control and related solutions & services.

Manages the customer relation by being the primary point of contact for the customer

Manages the Program Profit and Loss, gross margin, revenue and invoicing forecasts

Manages contracts management

Responsible for the program profitability (Upsales, Contract, P&L, Quality, Solutions and Delivery Management and operational margin

Manages Change Requests from identification to definiton of the Scope of Work, Proposal building until Purchase Order from the customer to Delivery and Invoicing

Prepare and submit quotes for new business RFQ and budget release

Delivers quotes and negotiates Engineering changes with client

Seeks proactively customer satisfaction by soliciting customer feedback and searching for continuous improvement and new opportunities

Leads and supports the program team (technical project team, purchasing, legal, supply, etc.) in order to achieve the program objectives

Provides vision of key success factors and direction to all internal and external stakeholders, including key partners and key suppliers

Ensures compliance with customer requirements

Organizes and plans the work according to Program Management System process (DRIVE)

Performs the tollgates reviews

Monitors the KPIs of the Program

Takes care of risk management

Identifes issues or risks in collaboration with the technical project managers

Makes sure mitigation plans are defined, identifies issues requiring escalation or help from the management

Reinforce and ensures adherence to contract terms and conditions

Leads autonomously programs within the assigned perimeter with targets to constantly improve sales and financial performance

Qualifications

Master's degree from a business school, university, or engineering school specializing in electronics or IT

Previous experience in program management with international clients (5 to 10 years) with experience in electronics or services

Autonomous, enthusiastic, and proactive

Agility and ability to communicate in a matrix/multi-country environment

Customer focus and experience in international contract management

Full-Time Regular