Customer Service Manager, Sittard

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 IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience.

Purpose The Customer Service Manager job is a strategic management role with responsibility for the delivery of all customers‘business as usual’ (BAU) activity. This role also forms part of the wider European Customer Service Team.

Primarily, the role is to lead the Customer Service team to exceed internal&external expectations, to deliver business and customer objectives (including KPIs&SLAs), and to drive&deliver the Customer Service strategy.

This is a customer facing role, acting as the BAU interface between the customer and the business in order to successfully manage requirements&expectations.

This is also a commercial role, with a requirement to develop customer relationships and support business growth targets&objectives through the Customer Service Team.

Key Missions

Owns customer relationship management through regular customer engagement

Establishes the contractual governance with the customer and ensure proper executive of the associated routine such as monthly steerco, etc.

Monitors customer service contractual KPIs and maintenance budget, and drives associated action plans

Identifies and raises alerts internally before customer escalation

Ensures proper crisis management by defining, driving and communicating resolution action plan in strong coordination with customer and internal stakeholders

Coordinates stakeholders for troubleshooting

Organizes regular communication internally and externally (with the customers)

Identifies service request opportunities. Supports the AM with initial testing and feasibility analysis.

Identifies retention ideas to maintain customers satisfaction and secure contract renewal

Handles moderately complex issues and problems and refers more complex issues to higher-level staff

Possess solid working knowledge of subject matter

Provides leadership, coaching, and mentoring to a subordinate group

Profile&Other Information

Ability to define and deliver strategic and commercially focused end to end customer account management services

Ability to define and deliver world class customer service strategy

Customer account management experience, with knowledge of contracting, pricing&account profitability

Previous experience of managing a large team&team managers

Evidenced commercial acumen / experience of managing budgets

Effective communication skills are essential, comfortable dealing with senior level contacts

Proven track record of self-motivation and motivation of others

Strong influencing and problem-solving skills are essential, as is willingness to take ownership

Proven ability to understand customer requirements vs. operational capabilities and commercial considerations

Creative and reasoned decision maker; proven ability to make effective&timely decisions, often in pressurized situations

Experience of managing multiple&complex processes

Previous experience of defining and implementing KPIs and metrics, as well as a focus on metrics as a business tool for delivering value both internally and externally

Strong management reporting and analysis skills

Excellent networking and collaboration skills

Previous experience of managing complex service offers&delivering contractual SLAs

Knowledge / experience of quality&continuous improvement systems, tools&techniques

Previous experience of Financial Services or manufacturing desirable

Project delivery skills are desirable

Experience of working in a global organization is an advantage

Key Competencies

Negotiation

Proactivity

Relationship Management

Interpersonal Communications

Problem Solving

Project Management

Market, Business&Product Knowledge

Customer Relationship Management (CRM)

Business Acumen

Customer Service

Decision Making

Multitasking

Organizational skills

People Management

Talent&Performance Management

Teamwork

Time Management

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