Client Integration & Support Manager (Sales Engineering)

About IDEMIA

At IDEMIA we are passionate about shaping the future of secure identity and authentication solutions. Our innovative technologies play a crucial role in enhancing security, privacy, and convenience for individuals and organizations worldwide.

You may not know our name, but you have surely used our innovations and solutions. Our mission is to unlock the world and make it safer through cutting-edge identity technologies. Every day, around the globe, we are enabling citizens and consumers alike to perform their daily critical activities (such as pay, connect and travel), in the physical as well as digital space. We are transforming their lives by making the world more secure and yet also more streamlined.

We have brought together complementary know-how and technologies that have never been combined before for both the physical and digital era: secured connectivity, secured payments and secured identity management. Cybersecurity, biometrics, large scale distributed systems and Cloud computing, analytics and smart devices are at the core of both our physical products and our software and systems.

We serve our clients in 180 countries thanks to our 15,000 employees worldwide.

work Location: Noida Sector 73

Nearest Metro stn: Sector 52 Noida

About IDEMIA Public Security

We are dedicated to serving government and public security entities and, in so doing, IDEMIA is committed to the responsible use of technology for public safety. We develop cutting-edge biometrics technologies and identity verification systems that prioritize privacy, human rights and ensure fair and unbiased application. We are also committed to building an inclusive and diverse culture and our impact on sustainability. For example, in 2023, the Life Cycle Assessment for Vision Pass SP revealed a 38% energy reduction, attributed to its sustainable smart power-saving mode

Position Overview:

We are seeking a dynamic and customer-focused India & APAC Client Integration and Support Manager to oversee and lead our sales engineering and customer support regional Team. This role is pivotal in delivering exceptional customer service, foster team performance and work collaboratively with Sales Team to grow together a business in that region. The ideal candidate will possess exceptional communication skills, a strong technical aptitude and past customer- facing experience.

Travels might be required for this work in order to visit-audit customers facilities.

Qualifications:

• Bachelor's degree in software engineering or related field
• Experience in sales-engineering, customer support or sales field in the electronics industry.
• Experience in Management of a multinational team
• Strong technical aptitude in Electronics / Biometrics or related Industry
• Excellent problem-solving and troubleshooting skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple clients and projects simultaneously in a fast-paced environment.
• Previous work experience in an international, multi-cultural matrixed organization
• Previous work experience as Sales or Integration Project Manager is a plus

Key Responsibilities:

Technical Customer Support Operations:

• Serve as the primary point of contact for client support inquiries, troubleshooting, and resolution of technical issues.
• Escalate and coordinate medium to complex technical issues with the appropriate internal teams, ensuring timely resolution.
• Identify and address recurring issues to improve overall customer satisfaction.
• Monitor and manage ticket queues, response times and resolution rates.
• Monetize support offer to customer and participate in customer negotiation. Identify opportunities to upsell or expand services based on client needs.
• Be accountable for both sales and costs budget and financial metrics for the respective region
• Maintain and develop customer satisfaction
• Participate actively to Business Line growth

Team Leadership:

• Lead, mentor and manage a team across India and APAC region.
• Develop and implement performance metrics to track and improve Team productivity and quality.
• Provide regular coaching, training and feedback to Team Members to improve and enhance Skills. Be responsible for Team engagement and commitment. Drive actions following Engagement Survey output.
• Foster a positive and collaborative work environment, promoting team growth and learning mindset.
• Willingness to maximize any customer partnership through identification of new opportunities, change requests from customers.

Process Improvement:

• Analyze support workflows to identify inefficiencies and implement process enhancements.
• Collaborate with global and regional teams to streamline support processes and implement best practices. Work with cross-functional Teams like Product, Sales, Client Solutions to ensure customer feedback informs product and service improvement.

Reporting & Metrics:

• Maintain accurate records of client interactions, technical issues, and resolutions in CRM systems.
• Generate and present reports on client satisfaction, integration timelines, and support performance metrics.