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Technical Account Manager
Technical Account ManagerSource Up • Mamer, Capellen, Luxembourg
Technical Account Manager

Technical Account Manager

Source Up • Mamer, Capellen, Luxembourg
Vor 22 Tagen
Stellenbeschreibung

Why apply ?

🌍We are a multicultural and forward-thinking qualified Trust Services Provider based in Capellen, Luxembourg, with over 110 professionals and actively expanding our business internationally. We provide state-of-the-art on on-boarding, digital identities, strong authentication and security services, and qualified electronic signatures, all bundled into integrated digital documents & identity management solutions.

💡As a Trusted Partner, we prioritize building long-lasting relationships with our international clients and stakeholders, based on trust and integrity. We strive to be a Committed Partner, dedicating ourselves to delivering exceptional performance and showing steadfast commitment to make a positive impact. As a Visionary Scout, we are constantly seeking out new opportunities for growth and innovation, always staying ahead of the curve in our industry.

💬Join us in our mission to drive innovation and co-create a better future!

About the offer

📝 Permanent contract

🏠 Location : Capellen, Luxembourg

📲 Top 3 Key competencies :

  • Fluency in English & French
  • Strong ability to build relationships and advise
  • Minimum 2 years of experience in a similar role in Luxembourg

Missions of the role

  • Build, maintain, and be accountable for strong and long-lasting relationship with existing clients
  • Pilot the day-to-day relationships with customers.
  • Ensure the coherence between the services delivered.
  • Support the customers in their requests and provide a close and optimal follow-up.
  • Serve as the lead point of contact for all customer account management matters and act as client’s first level escalation level (after Customer Care involvement)
  • Ensure a high customer satisfaction and contribute to the customer satisfaction index through annual surveys, in collaboration with Marketing.
  • Organize quarterly meetings with each customer and ensure a close and optimal follow-up of the action points.
  • Monitor the quality of services and our SLAs related to incidents and requests and be force of proposition to suggest and follow improvement plans.
  • Take care of contract renewal and ensure that LuxTrust meets its contractual obligations, including towards RAs and Application Providers.
  • Negotiate customer conflict resolution, when necessary.
  • Provide customers with reporting on activities.
  • Act as a technical and trust advisor
  • Understand the customers’ technical and functional stakes and anticipate customers’ needs.
  • Make sure clients are aware of roadmap evolutions in order to ensure client retention and stimulate upsells.
  • Make sure the clients implement our products, services and solutions accordingly with our validated models and best practices.
  • Provide customers with advises on our product and solutions, act as the referent for the LuxTrust portfolio.
  • Have a deep knowledge of our technical and functional flows.
  • Contribute to upsell and cross-sell
  • Be able to identify upsells and cross-sells opportunities.
  • Contribute to the transformation of the customers’ needs into concrete offers, in collaboration with the sales department and the associated Business Development Manager.
  • Organize and animate Customer User Groups and workshops
  • Organize Customer User Groups and workshops per thematic twice a year as the minimum.
  • Ensure the follow-up of projects that concern several customers.
  • Share update and animate discussions with several customers during these User Groups and workshops.
  • Collect customers’ feedbacks and ensure a close and optimal follow-up of the action points.
  • Carry out other duties as assigned

    • Required Skills

  • Qualifications / diploma(s) : Bachelor’s degree or related experience.
  • Technical Competencies :
  • Deep understanding and knowledge of our portfolio of products, services and solutions.
  • Deep understanding of the technical and functional flows flows.
  • Good understanding of protocols such as SAML, Open ID Connect.
  • Under six months, have a deep understanding of the eIDAS Regulation including electronic identities and trust services.
  • Languages : French and English fluent. Any other language is an asset.
  • Specific skills :
  • Excellent communication and writing skills.
  • Excellent customer relationship management skills.
  • Skills in project management and coordination.
  • Capacity to federate teams.
  • Good understanding of SLAs and ITILs principles.
  • Core competencies :
  • Analytical mindset & decision making
  • Organizational fluency
  • Personal effectiveness
  • Results-driven
  • Client service mindset
  • Strategic vision
  • Leadership
    • Jobalert für diese Suche erstellen

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