Technical Account Manager

Source Up was founded in 2021 and is a company based in Luxembourg. We carry out our assignments in various sectors, ranging from banking, private equity, insurance, industry…with a pragmatic, proactive and solution-driven approach.

🎯 We strongly believe in the ideal of "having the right people in the right job".

We combine people and technology to connect individuals to their future professional project 🔗

We work with passion for candidates and employers with the ambition to bring the greatest number of people to bloom in their professional environment 🌺

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