Customer Experience Account Manager

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.

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.

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.