Customer Relationship Executive (Hybrid)

IDEMIA Secure Transactions, a division of IDEMIA Group, is the leading technology provider making it safer and easier to pay and connect. With unmatched expertise in cryptography and credential issuance, IST is trusted by over 2,000 financial institutions, mobile operators, automotive manufacturers, and IoT providers worldwide. Every day, IST secures billions of essential transactions, ensuring the highest levels of data protection and convenience

Overview: The CRE - Customer Relationship Executive is responsible for managing customer relationships as the first point of contact, ensuring exceptional service and seamless communication between customers and internal teams. This role requires a strong understanding of customer contracts, service level agreements (SLAs), and operational processes to address customer inquiries, coordinate request implementations, and drive service excellence.

Responsibilities:

Customer Relationship Management

• Act as the primary point of contact for customers, addressing inquiries, service requests, and concerns in a timely and professional manner.
• Develop and maintain strong relationships with customers, ensuring satisfaction and alignment with contractual obligations.
• Proactively communicate with customers regarding service updates, issue resolutions, and process improvements.
• Escalate complex customer concerns to the appropriate internal teams while ensuring follow-up and resolution.

Contract & SLA Management

• Interpret and apply customer contracts to ensure service delivery aligns with agreed terms and conditions.
• Monitor and enforce SLA commitments, proactively addressing potential risks to prevent service breaches.
• Work closely with internal teams to ensure contractually obligated services are delivered accurately and efficiently.
• Support contract renewal discussions by providing insights on customer needs and service performance.

Service Request Coordination & Implementation

• Receive, assess, and document customer service requests, ensuring proper validation and alignment with contractual obligations.
• Coordinate with Service Center, Operations, and IT teams to implement customer-driven changes efficiently.
• Track service requests from initiation to completion, ensuring timely execution and customer satisfaction.
• Provide customers with status updates and proactively manage expectations.

Issue Resolution & Escalation Management

• Identify and resolve customer issues by coordinating with internal teams and leveraging available resources.
• Monitor critical service issues, ensuring timely escalation and resolution to minimize customer impact.
• Maintain a detailed record of reported issues and resolutions for continuous improvement.

Reporting & Performance Tracking

• Generate and deliver customer reports, ensuring accuracy and alignment with reporting requirements.
• Track service performance metrics, analyzing trends to recommend improvements in customer experience.
• Maintain detailed records of interactions, service requests, and escalations to support internal reporting and audits.

Process Improvement & Collaboration

• Work closely with internal teams to identify process improvements that enhance the customer experience.
• Contribute to internal projects aimed at optimizing service delivery and operational efficiency.
• Share customer feedback with internal teams to drive enhancements in products and services.

Qualifications:

Minimum Associate's Degree, Bachelors's Degree preferred

• 5 years of relevant work experience in B2B customer-facing roles in Customer Experience or Account Management role

• Ability to understand and interpret customer contracts and SLAs.

• Excellent communication and coordination abilities.

• Problem-solving mindset with the ability to handle service requests and issue escalations.

• Strong organizational skills with attention to detail.

• Experience working in manufacturing operations settings, customer experience, or contract management

• Identify and collaborate on opportunities and strategies with Sales teams

• Strong Excel, Salesforce, Jira and D365 skills is a plus