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For Companies At a Glance
- Tasks: Manage multi-million dollar accounts and ensure top-notch customer service.
- Company: IDEMIA is a global leader in identity and security, impacting lives worldwide.
- Benefits: Enjoy a diverse work environment with opportunities for growth and collaboration.
- Why this job: Be a customer advocate and make a real difference in identity protection.
- Qualifications: Requires an Associate’s degree and 8 years of customer service experience.
- Other info: Proficiency in Microsoft Office and willingness to travel are essential.
The predicted salary is between 36000 - 60000 £ per year.
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.
Responsibilities
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.
Qualifications
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.
Customer Experience Account Manager employer: IDEMIA
Contact Detail:
IDEMIA Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Account Manager
✨Tip Number 1
Familiarise yourself with IDEMIA's products and services. Understanding their offerings will not only help you in conversations but also demonstrate your genuine interest in the company during interviews.
✨Tip Number 2
Network with current or former employees of IDEMIA on platforms like LinkedIn. They can provide valuable insights into the company culture and expectations, which can be beneficial for your application and interview.
✨Tip Number 3
Prepare to discuss specific examples of how you've managed customer accounts in the past. Highlight your problem-solving skills and ability to maintain client satisfaction, as these are crucial for the Customer Experience Account Manager role.
✨Tip Number 4
Showcase your organisational and project coordination skills during the interview. Be ready to explain how you prioritise tasks and manage multiple projects simultaneously, as this is key to succeeding in this position.
We think you need these skills to ace Customer Experience Account Manager
Some tips for your application 🫡
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer service and account management. Emphasise your skills in project coordination and communication, as these are crucial for the Customer Experience Account Manager role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of IDEMIA's mission and how your background aligns with their goals. Mention specific experiences where you've successfully managed client relationships and resolved issues.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office applications, especially Excel and PowerPoint. Provide examples of how you've used these tools to enhance customer service or manage accounts effectively.
Showcase Problem-Solving Abilities: Include examples in your application that demonstrate your analytical and problem-solving skills. Describe situations where you independently resolved complex issues or improved processes to enhance customer satisfaction.
How to prepare for a job interview at IDEMIA
✨Know IDEMIA Inside Out
Before your interview, make sure you research IDEMIA thoroughly. Understand their mission, values, and the specific products and services they offer. This knowledge will help you demonstrate your genuine interest in the company and how you can contribute to their goals.
✨Showcase Your Customer Service Skills
As a Customer Experience Account Manager, your ability to manage client relationships is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved client satisfaction. Highlight your proactive approach and problem-solving skills.
✨Demonstrate Cross-Functional Collaboration
IDEMIA values teamwork across departments. Be ready to discuss instances where you've worked with different teams to achieve a common goal. Emphasise your communication skills and how you can act as a liaison between clients and internal stakeholders.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your decision-making and problem-solving abilities. Think of situations where you had to handle escalated issues or manage multiple tasks under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
