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 product and services to government agencies and technology companies. IDEMIA is a 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.
Idemia is seeking a Senior Customer Success Manager to be a key member of their Digital Business Unit/Customer Engagement and Success team to oversee our payment projects and deliveries. The Senior Project Manager will be responsible for day-to-day management of key client projects, ensuring project is on track and reporting status to Project management and executives on regular basis. This will be a key role within North America CES Organization, and you will be working with internal and external teams, including presales consultants, product developments to define and deliver identity and payment solutions that address complex business requirements. In this role you will be the voice of customer, during delivery phase and act as their Customer Success Manager in production.
Essential Job Duties and Responsibilities
- Primary company liaison for commercial partners/key customers who are evaluating, piloting and deploying commercial solutions.
- Run partner and key customer meetings / standups to monitor the relationship, execution and schedule, and to manage change.
- Drive milestones to closure on strategic/key customer deliverables across multiple functional workgroups as appropriate.
- Create infrastructure and toolsets / best practices for customer program management and customer service (combined) for commercial offerings.
- Influence customer satisfaction, customer retention and future business expansion within key/strategic accounts.
- Influencing other functional groups by negotiating on behalf of the customer with outside teams including Product Management, Engineering,QA and others.
- Participate in weekly Product Management/Marketing/Biz Dev meetings to spotlight customer status and hurdles.
- Provide voice of the customer feedback to product management and marketing.
- After a customer has deployed, conduct periodic health-check calls to review status. Help to transition them to a reference or case study account, or if the customer is dissatisfied, develop a set of recommendations to address issues or dissatisfaction, and present to Product Management for resolution or incorporation into roadmap.
- Ensure that the customer support portal successfully provides resources for customers and partners, is populated with current product information from the product management team, and that it actively promotes customer engagement. Measure the percentage of referenceable customers, customer retention vs churn, customer satisfaction, product adoption and usage. Create dashboards and present findings and recommendations in quarterly operational reviews.
- Provide on-site leadership for project team by building and motivating team members to meet project goals, adhering to their responsibilities and project milestones
- Goal oriented, highly motivated and able to work under minimal supervision in a cross-functional environment at detailed levels whilst taking account of interdependencies at higher levels.
- Full project life cycle ownership: successful project delivery will include full implementation from initiation to deployment for one major or several minor initiatives simultaneously
- Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence
- Prepare estimates and detailed project plan for all phases of the project
- Procure adequate resources to achieve project objectives in planned timeframes
- Manage the day-to-day project activities and resources and chairs the project management team meetings
- Provide status reporting regarding project milestones, deliverable, dependencies, risks and issues, communicating across leadership.
- Report on project success criteria results, metrics, test and deployment management activities.
- Demonstrate a functional acumen to support how solutions will address client goals while maintaining alignment with industry best practices
- Manage project scope and changes
- Previous background and knowledge on the EMV technology would be a benefit
Required Skills
- Bachelor or master’s degree in engineering or science field.
- 10+ years with end-to-end IT & Software Project Management, Program Management, Portfolio Management or Enterprise Project/Application Portfolio Management solutions
- Proficient with SDLC tools like Jira, Confluence and basic project management tools like MS Project and Visio
- Excellent client management and communication skills with a proven ability to build consensus and work effectively across teams
- Experience with mobile application and/or identity. Is highly desirable
- Data science knowledge and experience is a plus
- Demonstrated experience working with remote & offshore teams
- Must be a United States citizen
- Travel maybe required, less than 20%
Required Experience
MUST BE ELIGIBLE TO WORK IN THE U.S.
IDEMIA is an equal opportunity employer.
We evaluate qualified applicants without regard to race, color, religion, sex,
sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.