Customer Experience Account Manager

IDEMIA; Winchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Customer Experience Account Manager, um erstklassigen Kundenservice für Multi-Millionen-Dollar-Konten zu bieten. In dieser Rolle werden Sie als Bindeglied zwischen dem Unternehmen und den Kunden fungieren und sicherstellen, dass alle Aspekte der Kundenbeziehung von der Anfrage bis zur Live-Produktion koordiniert werden. Sie werden die Möglichkeit haben, Ihre Fähigkeiten in Projektkoordination und Problemlösung einzusetzen, während Sie proaktiv mit internen Teams zusammenarbeiten, um eine hervorragende Kundenerfahrung zu gewährleisten. Wenn Sie leidenschaftlich daran interessiert sind, die Kundenbindung zu verbessern und in einem dynamischen Umfeld zu arbeiten, könnte dies die perfekte Gelegenheit für Sie sein.

Qualifications

• Mindestens 8 Jahre Erfahrung im Kundenservice oder Account Management.
• Starke Fähigkeiten in Microsoft Outlook, Excel und PowerPoint.

Responsibilities

• Verwalten von Multi-Millionen-Dollar-Konten und Sicherstellung der Kundenzufriedenheit.
• Zusammenarbeit mit internen Partnern zur Erfüllung der Kundenbedürfnisse.

Skills

Kundenservice

Projektkoordination

Analytische Fähigkeiten

Kommunikationsfähigkeiten

Problem-Lösungsfähigkeiten

Education

Associate's Degree

Tools

Microsoft Office

CRM-Systeme

Job description

Overview

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 products and services to government agencies and technology companies. IDEMIA is 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

BASIC PURPOSE

IDEMIA's Exton, PA location is seeking a Customer Experience Account Manager to manage multi-million dollar accounts, coordinating all aspects from inception through live production for card personalization and manufacturing. The CX Account Manager will provide proactive account management, act as a liaison between IDEMIA and customers, and deliver high levels of customer service to increase client satisfaction by providing accurate information and timely responses. The role involves acting as a customer advocate within IDEMIA, working cross-functionally across departments to ensure excellent customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle inquiries from external clients and internal teams; answer questions and resolve escalated issues.
• Complete basic client requests and respond promptly, maintaining service level agreements (SLAs).
• Proactively collaborate with internal partners to meet customer needs.
• Ensure compliance with policies, guidelines, and regulatory requirements.
• Utilize knowledge of IDEMIA products and services to assist and upsell to customers.
• Exercise independence in problem-solving and decision-making.
• Work within established guidelines, consulting managers for complex situations.
• Focus on delivering a differentiated customer experience, serving as a single point of contact, listening effectively, and maintaining urgency.
• Generate and validate weekly test invoices.
• Coordinate with departments to ensure accurate and timely monthly invoicing.
• Ensure operations meet SLA demands.
• Log and track complaints in CRM, coordinate resolutions, and follow protocols.
• Analyze delivery trends and work with stakeholders to improve communication and turnaround times.
• Monitor production reports to track demand and proactively update customers.
• Maintain relationships with sales and customers to understand priorities.
• Collaborate across departments to exhibit teamwork.
• Follow defined processes and procedures.
• Take responsibility for service recovery at points of failure.
• Ensure accurate execution of all customer set-ups and changes.
• Organize customer meetings and plant tours.
• Manage customer supply chain, monitor key material ordering and receipt dates, and prevent stockouts.
• Monitor and send inventory reports timely.
• Utilize software and systems effectively to respond to inquiries.
• Maintain effective communication with production and internal teams.
• Follow Quality Performance Objectives and ISO procedures.
• Review customer contracts to ensure proper charging for services.
• Manage confidential information related to pricing, customer data, and marketing plans.

Qualifications

EDUCATION AND WORK EXPERIENCE

• Minimum an Associate’s degree with at least 8 years of customer service or account management experience. Proficiency in English, including spelling and grammar. Strong skills in Microsoft Outlook, Excel, and PowerPoint.

SPECIALIZED KNOWLEDGE AND SKILLS

• Strong project coordination, organizational, and communication skills. Ability to prioritize, manage multiple tasks, and meet deadlines. Excellent analytical and problem-solving skills. Capable of working independently with minimal supervision.

EQUIPMENT AND APPLICATIONS

• Proficiency in Microsoft Office and related applications.
• Willingness to travel as needed to visit customers.