Customer Success Manager

What You Will Do

Customer Relationship Management

• Act as CBN STIs local representative and work with customers to ensure they always receive a bestinclass client experience.
• Acquire an indepth understanding of customer needs and become a trusted partner using an approach based on honesty and integrity.
• Maintain channels of communication with the customer and visit customer site locations as required.
• Follow up with the customer to ensure satisfaction and ensure performance of root cause analysis for incidents.

Service Delivery and Performance Management

• Manage delivery of contractual requirements for service performance and support working with the CBN Service Delivery Program Director (USA) and internal teams to address service items.
• Provide regularly scheduled service reports to customers and internal teams.
• Monitor service levels and strive to achieve service level compliance. Monitor the ticketing system and manage our incident resolution process in a timely manner.
• Manage assigned change request and recurring contract deliverables (e.g. Disaster Recovery exercises).

Supplier and Subcontractor Management

• Work with suppliers and subcontractors as required for project scope ensuring that customer equipment needs are managed (including changes at frontline sites).

Business Development

• Identify potential business within existing accounts and work with the Director of Business Development and internal teams to pursue opportunities for evolution of the services.
• Contribute to new initiatives as identified by the leadership of the Driver & Vehicle group.

Financial Management

• Monitor budgets associated with support services and changes and assist with cost estimation.

Various Other Duties and Responsibilities

Qualifications :

Knowledge and Experience

• University degree in Business (or related) or STEM field or equivalent combination of education and experience
• Knowledge of the following:
  • Business fundamentals
  • IT systems fundamentals
  • Customer service principles
  • Secure credential solutions (is an asset but not required)
• 5 years of professional experience in a relevant position

Technology

• Proficiency with MS O365

Soft Skills and Characteristics

• Interpersonal skills
  • Communication relationship building teamwork and collaboration
• Critical thinking skills
  • Analytical skills problem solving skills
• Selfdirected and independent
• Customer focus

Mandatory Requirements

• Legally eligible to work in the United States
• Ability to meet and maintain compliance with security background check requirements
• Ability to travel within your assigned jurisdiction(s) as required
• Ability to travel in domestically/internationally up to 4 weeks/year
  • Candidates must hold both a valid drivers license and passport.
• Ability to respond to client inquiries and issues outside regular business hours

Additional Information :

In North America the DL/ID card is the de facto credential used to prove identity age and more. CBN STIs Driver & Vehicle solutions group enables State governments to issue trusted physical and digital credentials that are relied upon by millions of people. CBN STI is the provider of choice for State government customers who prioritize service and delivery excellence a superior customer experience and longterm value.

CBN STIs parent company CBN designs and develops industry leading solutions for the following additional domains: Civil Identity Border Security Currency and Excise Control and Lottery and Charitable Gaming. To learn more visit 

Equal Opportunity Employer

CBN STI is committed to achieving a skilled and diversified workforce that reflects the diversity of the population. We encourage applications from everyone regardless of age race disability gender identity religion sexual orientation or marital status. We are also committed to developing inclusive barrierfree selection processes and work environments. If contacted regarding this competition please advise the interview coordinator of any accommodation measures you may require.

Remote Work :

No

Employment Type :

Fulltime