Fonction 1: Informatique / Electronique
Fonction 2: Télécoms / Réseaux
Niveau d'expérience requis : De 5 à 10 ans
Secteur d'activité : Informatique
Région : Casablanca et région | Maroc
Publication : du 05/10/2020 au 14/11/2020
Type de contrat : CDI
Poste avec Management : Oui
Postes proposés : 2

Customer Engagement & Success Manager (H/F) (Casablanca)

Entreprise :

IDEMIA is the global leader in trusted identities for an increasingly digital world, with the ambition to empower citizens and consumers alike to interact, pay, connect, travel and vote in ways that are now possible in a connected environment. Securing our identity has become mission critical in the world we live in today. By standing for Augmented Identity, we reinvent the way we think, produce, use and protect this asset, whether for individuals or for objects, by ensuring privacy and trust and guarantees secure, authenticated and verifiable transactions – whether for Financial services, Telecom, Identity, Security and IoT. With close to €3bn in revenues, IDEMIA is the result of the coming together of OT (Oberthur Technologies) and Safran Identity & Security (Morpho). This new company counts 14,000 employees of more than 80 nationalities and serves clients in 180 countries.

Poste :

Missions :
The Customer Success Manager role will support assigned customers.
This is an exciting role that will help create relationships with our e-Gaming customers and will fuel customer success, retention growth.
We strive for our customers to realize success, transforming their business through the utilization of IDEMIA digital SAFE vault services hosted in proprietary SaaS cloud environments (Software as a Service)

Activities and Tasks :

  • Manage ongoing customer relationships at scale to ensure long-term customer success while ensuring activities and communication are properly documented according to defined process.
  • Engage and orchestrate an extended scattered teams to drive usage and help accelerate customer value for each workload and effectively manage customer engagement
  • Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer
  • Clearly define BDM/ITDM business outcomes and build a quality success plan inclusive of customer objectives, stakeholders, milestones, risks, and metrics needed to achieve them
  • Represent the “Voice of the Customer” and document value driven customer success stories and best practices
  • Collaborate Sales Representatives when new sales opportunities are generated
  • Scope management and CR (Change request) management
  • Delivery and Support & Maintenance contract execution
  • Customer communication and crisis management
  • Support the Sales team for billing and upsell
  • New Customer Pipeline Analysis
  • Transactions reporting
  • Run client satisfaction
  • Run performance execution

Profil recherché :

  • From a IT Software engineering school or equivalent university training
  • Autonomous
  • French and English mandatory.

Type de contrat :