Customer Success Manager

Job DescriptionPurposeThis role provides customer relationship and project management and is responsible for the day-to-day management of key client projects.Key Missions Customer Management on Run aspects Coordination with customer and all operational stakeholders (IDEMIA and potential 3rd parties) Reporting inside IDEMIA and with customer about RUN activities and progress Operational and commercial alignment with BU Live customer contract knowledge and execution ownership Incidents follow-up and compliance with support KPIs Coordination with necessary resources for troubleshooting Customer activity KPIs review & communication. Identification of improvement actions when needed Crisis Management Third party management : PO & invoicing, follow up 3rd party KPIs, prepare and conduct operational meetings Customer escalation : Proactively identify and raise alerts internally before customer escalation Escalate issues to the proper level for speedy resolution Scope management & CR Identification (Run) Service delivery in line with contractual SLA Scope change identification in line with BU Service Request managementCustomer Satisfaction management during Run phase Transfer To Support Accountability on Transfer To Support success execution Financial Management (Run) Run business sustainability monitoring on a customer level Forecast, monitor and control RUN costs Transaction capture Customer business/activity trend anticipation & communication Plan and trigger timely customer invoicing Change identification – proactivity to promote CR with margins within company’s limitsCustomer Relationship management Develop good rapport with Key Customer Managers Identification and delivery of value additions to customer regularlyProfile & Other InformationEXPERIENCE / BACKGROUNDAt least 5-8 years work experience in project management in solution deliveryThe position requires strong background and experience in solution, integration and deployment, customer expectation management and collaboration with build, run and architect teams.Industry SkillsIT Background: High level understanding of IT/Solutions Architecture Experience with industry standard software development and service management methodologies.Soft Skills Proficient in spoken and written in both English and French (CSM will need to interface with French speaking clients), , other languages are a plus Problem solving attitude/tools/techniques Ability to read, analyze and interpret business agreements and technical specifications Ability to write reports, business correspondence, and procedure manuals Excellent social or interpersonal skills, Good leadership skills Proficient in Microsoft Office and Microsoft Project PMP, Agile, ITIL, Six Sigma or equivalent certified is a plus Multi-tasking skills Assertiveness Extensive product and industry knowledge Negotiation skills Excellent communication skills Ability to work both independently and in a team environment.EDUCATION / CERTIFICATIONBachelor’s degree of IT related courses like Computer Engineering, ECE Computer Science, IT from credible college or university;Project Management Certifications (PMP or Prince 2) is a plus ITIL certification is a plus