The Strategic Account Manager position ensures high levels of customer satisfaction and account coordination in order to retain and grow existing client relationships. The Strategic Account Manager manages the full relationship between IDEMIA NORAM Identity & Security Business Line and its most important customers. The Strategic Account Manager will be responsible for building strong relationships with strategic U.S. government contacts, corporate customers and engage in a variety of tasks including project management, order coordination and relationship management.

DUTIES AND RESPONSIBILITIES

• Operate as the lead point of contact for assigned customer(s), developing a solid customer relationship, while managing orders and solving key issues
• Track all customer orders from order creation to shipment while providing updates to internal and external stakeholders
• Send reports on an as-needed basis to internal and external stakeholders
• Maintain organized, e-files for all customer orders
• Host customers on-site for tours and other business meetings as-needed
• Acquire a thorough understanding of key customer needs and requirements
• Project manage the initial implementation of IDEMIA NORAM Identity & Security solutions for assigned client accounts, ensuring timely and accurate delivery of services in line with client contracts and statements of work.
• Lead kick off calls and status calls with clients in conjunction with technical personnel to facilitate.
• Send meeting minutes to internal stakeholders to aid in project management
• Ensure that operations delivers all requirements according to client SLA’s
• Work with both internal and external stakeholders to examine delivery trends and improve communication and turnaround efficiencies, serving as the link of communication between key customers and internal teams
• Expand relationships with existing customers by continuously proposing solutions that meet their objectives, maximizing sales and profitability
• Bill customer per customer purchase orders and customer requirements to ensure billing for all products and services provided
• Ensure all customers invoicing are accurate and timely processed
• Resolve any issues and problems faced by customers and deal with complaints to maintain trust
• Ensures that all orders received are executed and released to production with clear communication to the customer
• Follow-up with internal operations and production teams to ensure customer orders move through the production line smoothly
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate progress of monthly/quarterly initiatives to internal and external stakeholders

Required Skills Required Experience