Iridian Technologies, Inc.
Denver, CO, United States
Customer Service, Manager, Retail, Account Management
The Senior Customer Success Manager is responsible for providing accurate information to the customer and timely responses to their needs. The position also acts as a liaison between NID Security and its customers, and works closely with other departments located around the globe (China, France, India, etc.) to ensure a high level of customer satisfaction. This position operates under minimal supervision.
Role and Responsibilities
Ensures that customer requirements are met from initial order until product is delivered and invoiced. Point of Contact for customer engagement on Production status, product portfolio, and roadmap (high level)
Acts as consultant to the customer, providing quotes and communicating product, service and technical information in coordination with sales and technical support
Advises customers on additional requirements or conditions that may affect orders; delivers timely responses to customer inquiries, problems or complaints
Drive positive escalation resolution mutually beneficial to both client and Company
Closely monitor customer product use and conduct regular customer engagement to discuss opportunities for improvement
Establish and build strong Partner relationships over time that allow for continuity and ongoing representation
Participate in customer meetings as required
Sales administration and support:
Accurately and expediently processes all orders received via multiple processes (POWER AX, Navision, IPO form, SAP…)
Review PO product specifications & pricing and generate Powered Card Order Specification for internal processing
Work with China and US for item number creation (modules) for Customer use to place orders
Ensure Powered card artwork file is to specification and design guidelines
Monitors product manufacturing, customer due dates, suggests adjustments to plant production schedules to meet deadlines, and tracks shipments
Reconciles shipping documents and monthly invoice amounts
Assists Sales by actively soliciting customers to obtain new business and meet budget
Craft, pitch, negotiate and close cross-sell, upsell and renewal (re-order) of Power Card products
Regularly updates product price lists with input from sales and revised agreements. Enters updates and/or new customer account information into Navision and POWER AX systems
Manage Return Material Authorization (RMA) process for products to comply under Limited Warranty and initiate Credit Memo with Accounting Department
Forecasting and reporting:
Assists sales with forecast process and monthly reporting
Maintains and processes all necessary data, documentation and reports
Maintains Order tracking sheets (Modules and Power Cards) and related technical docs (Item #, BAPs, etc.)
Prepares weekly status reports for customers and sales
Provide summary of the overall ‘health’ of accounts
Create/improve processes to ensure customer satisfaction
Work with various departments around the globe as needed to ensure customer satisfaction
Provide input to R&D and Product Managers on new product/features requested by clients
Serve as Customer advocate and liaison to internal cross-functional departments in driving the improvement and evolution of our products and services
Skills and Specialized Knowledge:
Positive attitude especially under pressure
Good communication skills
Independent Problem solver
Familiar with Technology businesses a plus
Knowledge of payment industry a plus
Knowledge of ERP systems preferred and POWER AX, SAP and Navision a plus.
Equipment and Application Knowledge:
Proficiency at using a computer and business applications such as Microsoft Outlook, Word, Excel, PowerPoint.
Skype is required.
Qualifications and Education Requirements
A high school diploma or GED.
A minimum of 5 years customer service – account management experience is required.
A Bachelor’s degree or equivalent is preferred.
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.
Denver, Colorado, United States
Iridian Technologies, Inc.
Website : http://www.iridiantech.com/
Iridian Technologies, Inc. of Moorestown, NJ leads the world in research, development and marketing of authentication technologies based on iris recognition – the most accurate biometric identifier. Holder of U.S. and international patents on the core concepts and technologies behind iris recognition, Iridian offers the enabling technology to achieve unparalleled security for large-scale ID applications, physical facilities, information networks and electronic transactions.