Customer Relations Executive

IDEMIA Group; Chantilly (VA); On-site; USD 70,000 - 90,000; Full time

Job summary

A global technology company in Chantilly, Virginia is seeking a Customer Relationship Executive to manage customer relationships and ensure exceptional service. The ideal candidate has a Bachelor's degree and over 5 years of experience in customer-facing roles, with strong communication and organizational skills. This role offers opportunities for growth and the chance to contribute to a safer world.

Benefits

Wide range of growth opportunities

Diverse work environment

Qualifications

• 5+ years of relevant work experience in B2B customer-facing roles in Customer Experience or Account Management role.
• Ability to understand and interpret customer contracts and SLAs.
• Strong organizational skills with attention to detail.

Responsibilities

• Act as the primary point of contact for customers, addressing inquiries and service requests.
• Monitor and enforce SLA commitments to prevent service breaches.
• Receive, assess, and document customer service requests.

Skills

Customer relationship management

Problem-solving

Excellent communication

Organizational skills

Collaboration

Education

Associate's Degree

Bachelor's Degree

Tools

Salesforce

Jira

D365

Excel

Job description

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

The CRE - Customer Relationship Executive is responsible for managing customer relationships as the first point of contact, ensuring exceptional service and seamless communication between customers and internal teams. This role requires a strong understanding of customer contracts, service level agreements (SLAs), and operational processes to address customer inquiries, coordinate request implementations, and drive service excellence.

Key Missions

Customer Relationship Management

• Act as the primary point of contact for customers, addressing inquiries, service requests, and concerns in a timely and professional manner.
• Develop and maintain strong relationships with customers, ensuring satisfaction and alignment with contractual obligations.
• Proactively communicate with customers regarding service updates, issue resolutions, and process improvements.
• Escalate complex customer concerns to the appropriate internal teams while ensuring follow-up and resolution.

Contract & SLA Management

• Interpret and apply customer contracts to ensure service delivery aligns with agreed terms and conditions.
• Monitor and enforce SLA commitments, proactively addressing potential risks to prevent service breaches.
• Work closely with internal teams to ensure contractually obligated services are delivered accurately and efficiently.
• Support contract renewal discussions by providing insights on customer needs and service performance.

Service Request Coordination & Implementation

• Receive, assess, and document customer service requests, ensuring proper validation and alignment with contractual obligations.
• Coordinate with Service Center, Operations, and IT teams to implement customer-driven changes efficiently.
• Track service requests from initiation to completion, ensuring timely execution and customer satisfaction.
• Provide customers with status updates and proactively manage expectations.
• Identify and resolve customer issues by coordinating with internal teams and leveraging available resources.
• Monitor critical service issues, ensuring timely escalation and resolution to minimize customer impact.
• Maintain a detailed record of reported issues and resolutions for continuous improvement.

Reporting & Performance Tracking

• Generate and deliver customer reports, ensuring accuracy and alignment with reporting requirements.
• Track service performance metrics, analyzing trends to recommend improvements in customer experience.
• Maintain detailed records of interactions, service requests, and escalations to support internal reporting and audits.

Process Improvement & Collaboration

• Work closely with internal teams to identify process improvements that enhance the customer experience.
• Contribute to internal projects aimed at optimizing service delivery and operational efficiency.
• Share customer feedback with internal teams to drive enhancements in products and services.

Profile & Other Information

• Minimum Associate's Degree, Bachelors's Degree preferred
• 5+ years of relevant work experience in B2B customer-facing roles in Customer Experience or Account Management role
• Ability to understand and interpret customer contracts and SLAs.
• Excellent communication and coordination abilities.
• Problem-solving mindset with the ability to handle service requests and issue escalations.
• Strong organizational skills with attention to detail.
• Experience working in manufacturing operations settings, customer experience, or contract management
• Identify and collaborate on opportunities and strategies with Sales teams
• Strong Excel, Salesforce, Jira and D365 skills is a plus

By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

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