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Job Details

Senior Customer Success Manager

Company name
Iridian Technologies, Inc.

Denver, CO, United States

Employment Type

Customer Service, Manager, Retail, Account Management

Posted on
Feb 02,2019

Valid Through
May 18,2019


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

Customer Interaction

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

Required Skills

Skills and Specialized Knowledge:

Positive attitude especially under pressure

Proactive Go-getter

Good communication skills

Independent Problem solver

Team player

Detailed oriented

Highly organized

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.

Required Experience

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.

Job Location

Denver, Colorado, United States

Company info

Iridian Technologies, Inc.
Website :

Company Profile
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.

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