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Customer Service Manager

Sales  San Jose, CA, United States

Giesecke+Devrient Mobile Security America, Inc. is seeking a Customer Service Manager to join our growing team in San Jose, CA. We are an established organization with a strong global presence and excellent reputation as one of the leaders in our industry.

G+D Mobile Security is a global mobile security technology company headquartered in Munich, Germany. The company is part of the Giesecke+Devrient Group. G+D Mobile Security has a workforce of 5,700 employees and generated sales of approximately EUR 812 m in the 2017 fiscal year. More than 40 sales and partner offices as well as 20+ certified production and personalization sites and data centers ensure customer proximity worldwide.

G+D Mobile Security manages and secures billions of digital identities throughout their entire life cycle. Our products and solutions are used by commercial banks, mobile network operators, car and mobile device manufacturers, business enterprises, transit authorities and health insurances and their customers every day to secure payment, communication and device-to-device interaction. G+D Mobile Security is a technology leader in its markets and holds a strong competitive position.

Supports Professional Services customers from lead identification throughout the sales process and project execution to service delivery. The job is mainly intended as a post-sales function aimed to develop and maintain good relationships with customers. The aim of the function is to enhance the business and continuously improve quality and performance of delivered services through first hand customer feedback. Customer Service Manager ensures, together with Solution SME, that customers receive relevant training and consulting services and initiates and drives change requests, upsell and renewals.  In addition to being the primary direct interface to customers, the Customer Service Manager has a close collaboration with Solution Sales Managers and Solution SMEs in Service & Solution Sales, as well as Project Managers and the service delivery team in Service Delivery & Operations.  Important skills for the Customer Service Manager are communication and interpersonal relationships, internally as well as externally. In addition, the Customer Service Manager should be the customer’s voice internally within Professional Services to provide exceptional customer experience and ensure relevant customer requirements and needs are met.
 
OBJECTIVES:
• Customer satisfaction
• SLA fulfilment
• Follow Professional Services process landscape and compliance requirements
• Take accountability and responsibility towards assigned process roles
• Time objective: Spend of budgeted time on planned tasks
• G+D values
 
ACCOUNTABILITIES:
• Professional Services SPOC towards customers in regards to service operations, including Incident, Problem and Change Management
• Customer Service Management, developing and enhancing the relationship with customers from a Professional Services perspective
• Identify change requests for existing customers with support from Solution Sales Managers and drive requests to completion with support from Account Managers
• Creation of incident and problem reports for distribution to customers with technical input provided by Application and IT Stack Engineers
• Monitor and report to customers on SLA performance with support from Application Engineers for technical input
• Support Regional Head Service & Solution Sales in maximization of sales opportunities to grow future revenue in accordance with targets
• Act upon input provided by Regional Head Service & Solution Sales in regards to customer requirements around solutions, products and services
 
RESPONSIBILITIES: 
• Drive service review meetings with customers covering performance, service improvement, service quality and processes
• Drive and coordinate customer escalation internally within Professional Services and be available during incident and problem resolution
• Enhance the business and continuously improve quality and performance of delivered services through first hand customer feedback
• Identify contract renewals
• Make recommendations for service improvements
• Identify customer training needs and secure training execution for existing customers in collaboration with Solution SME and Solution Sales Manager
• Close collaboration with Service Operations to drive customer satisfaction
• Support to and interaction with other jobs an functions:
Drive and follow-up with Service Operations and NOC in regards to implementation of change requests, escalations
service quality and improvement and ticket statistics (incidents, problems etc.)
 • Follow-up that SLA breach credits are paid to customers by Controlling / Finance
 • Support Account Management in providing input for billing (e.g. transactions), reports of customer performance and   satisfaction
 • Continuous alignment with Account Management in regards to ongoing customer activities
 • Collect feedback from Regional Head Service & Solution Sales on customer requirements around solutions, products and services from the market
•  Conduct technical workshops, present technical solutions/use cases and perform training and consulting services with customers in collaboration with Solution Sales Managers and Solution SMEs
 • Communicate with Solution SME for support on change requests, renewals, upgrades of deals in regards to technology, training and consulting
• Manage time in accordance with planned and assigned activities to ensure accuracy and quality in planning
• Follow Professional Services global policies, procedures and tools
• Meet and consider compliance and information security requirements in customer service communication and change requests
• Evaluate, improve and add applicable work instructions
• Identify and address day-to-day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further action, related to tools, procedures and compliance fulfilment
• Timely and accurate time reporting

EDUCATION AND EXPERIENCE: 
• Bachelor’s Degree in Business, Engineering or equivalent experience or education
• A minimum of two years’ experience as a service manager or in similar position, preferably within in an international telecommunications or IT services environment working with large customer accounts
• Experience of writing customer reports and proficiency in technical dealings with customers over phone and in meeting
• Experience from technologies associated with networks, infrastructure, operating system, databases and application
• Experience in working and collaborating across different organizational units internally
• Telecommunications and/or Payment industry experience
• Experience with working across different cultures
• ITIL Foundations v3 certified
• Preferably experience in R&D or IT
• A minimum of 4 years experience as a service manager or in similar position
• Preferably experience in R&D or IT
• Service knowledge
• Understanding of software services, solution portfolio
• Customer service skills and service minded
• Client advocacy
• Soft selling techniques, to e.g. identify upsell opportunities
• Understanding of IT, cloud technologies and security information systems
• Accustomed to work with short deadlines in customer engagements
• Initiative to drive matters to closure
• Excellent reporting skills
• Proven ability to develop executive relationships
• Driver mentality, strong sense of ownership
• Able to understand and motivate people to towards common aims
• Negotiation skills
• High integrity
• Solution-oriented mindset
• Ability to adapt to changes
• Ability to follow given processes, procedures and work instructions
• Strong verbal, written communications and listening skills, and effective presentation skills
• Fluent written and spoken English

If you are interested in becoming part of our team, have the experience and skills listed above and have a passion for this type of work, please visit our website at https://www.gi-de.com/en/us/career/jobs/.  Giesecke+Devrient Mobile Security America, Inc. offers a competitive salary and excellent benefits.  

Join us in shaping the future.

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

  Apply here