Customer Experience Account 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.

BASIC PURPOSE

IDEMIA's Exton, PA location is looking to add a new Customer Experience Account Manager to manage the customer experience for Multi-Million dollar accounts to coordinate all aspects of client accounts from inception through live production for card personalization and manufacturing. The CX Account Manager will provide proactive account management on an ongoing basis while acting as a liaison between IDEMIA and customers. In doing so, this person will offer a high level of customer service in order to continually increase client satisfaction by providing accurate information and timely responses to their needs.  By acting as customer advocate within IDEMIA, the CX Account Manager will work closely with will cross-functionally across departments to ensure a high level of customer satisfaction.

ESSENTIAL DUTIES AND REPSONSIBILITIES

The Customer Experience Manager will be a key member of the Customer Experience Team. The primary responsibilities for this position are:

• Handles inquiries from external clients and internal business teams; answers staff questions and resolve escalated matters.
• Responsibilities include completing basic client requests and providing responses in timely fashion. Maintain service level agreements (SLAs) and commitment to customer Experience
• Pro-actively interacts and collaborates with internal business partners to ensure customer requests are understood and met.
• Ensures compliance with policies, guidelines and regulatory requirements.
• Knowledge of Idemia product and service to provide to customer and upsell these services
• Utilizes independence in solving problems and making decisions.
• Works within established guidelines, with complex or unusual situations being discussed with manager.
• Efforts are focused on achieving a differentiated customer experience. Serve as single point of contact for customer to resolve problems, effectively listen to customer’s perspective and needs and maintain a sense of urgency
• Generate and validate weekly test invoice
• Work with cross department to ensure monthly invoicing is accurate and issued to the customer timely
• Responsible to ensure that operations delivered all demands according to the SLA’s
• Log and track complaints in CRM, Coordinate resolutions, and follow through protocols.
• Examine delivery trends and work with stakeholders to improve communication and turnaround timelines
• Monitor production reports to track customer demand progress and proactively update the customer
• Maintain proper relationships with sales & Customers to understand their requirements/priorities
• Exhibit teamwork skills by working cross department
• Follow defined processes and procedures
• Take responsibility for service recovery at the point of failure
• Responsible for accurate execution of all customer set-ups – new or change
• Organize customer meetings and plant tours
• Manage customer supply chain by monitoring key material ordering and receipt dates
• Ensure customers do not reach out-of-stock situations
• Ensure inventory reports are monitored and sent to the customer on a timely basis
• Utilize available software/systems to make decisions and respond to customer inquiries on time
• Work closely with and maintain effective communication with production supervisors, managers and all internal departments.
• Follow Quality Performance Objectives for department
• Ensure that all company ISO procedures and requirements are followed
• Responsible for reviewing customer contract to ensure that the customer is being charged for all Services
• Manage Idemia and customer confidential information related to pricing, customer data/Volume as well as advance knowledge of marketing plans from the customer

EDUCATION AND WORK EXPERIENCE

• Minimum Associate’s degree with a minimum of 8 years customer service experience or account management. Command of the English language, including spelling and grammar.  Proven proficiency with emphasis on Microsoft Office Outlook, Excel and PowerPoint.

SPECIALIZED KNOWLEDGE AND SKILLS

• Strong project coordination skills. Outstanding organizational and communication skills, oral and written. Ability to efficiently prioritize, manage multiple tasks and meet deadlines. Outstanding analytical and problem solving skills. The ability to work with minimal direct supervision.

EQUIPMENT AND APPLICATIONS

• Microsoft Office and software applications.
• May be required to travel to visit customers.