Job description:

As the central point of contact between the Dijon service center and the Swiss sales team, the Customer Service Project Manager plays a key role in facilitating communication between technical teams, customer representatives, and IDEMIA’s production departments. You will also support the Swiss sales team in preparing responses to calls for tender. You will be responsible of project management and technical support for customers in the fields of electronic banking, transport and loyalty.

 

As our new Customer Service Project Manager, you will:

• Manage the Swiss customer setup in Dijon for day-to-day BAU activities, including handling incoming requests and enquiries.
• Act as the liaison between the Swiss Sales team and the Dijon Service Center, ensuring clear communication and prompt resolution of issues.
• Coordinate contract execution with internal and external stakeholders to maintain high customer satisfaction.
• Create and present internal reports and presentations, providing transparent status updates on open changes and queries.
• Host Swiss customers at the Dijon facility alongside the Swiss Sales team to capture product/service requirements and define service levels.
• Oversee the validation of service specifications in collaboration with subject-matter experts.
• Develop project schedules, including resource planning and workload management, and monitor projects from definition through implementation.
• Organize and lead project-related meetings (kick-off, progress, and closure) and document outcomes for both internal and external distribution.
• Manage and coordinate cross-functional teams (interdepartmental and international) involved in the projects.
• Test deliverables to ensure they meet customer and technical specifications.
• Handle complex problems, complaints, and inquiries, providing effective recommendations and solutions.
• Ensure compliance with the site's quality policy, safety & security (S&ST) guidelines, and environmental regulations.

 

To succeed on this position you should have the following:

• Education: BAC +4 to BAC +5 level or equivalent professional experience.
• Experience: Minimum of 3 years in a commercial or client-facing environment with robust project management responsibilities.
• Languages: Fluency in English and French, both written and spoken; technical English proficiency is essential.
• Strong technical understanding of the smart card industry. Familiarity with electronic banking, particularly EMV applications, and cryptographic principles.
• Proficiency in Microsoft Office tools (Word, Excel, Outlook, PowerPoint).
• Experience with activity tracking tools such as MS Project or Gantt charts.
• Openness to travel occasionally within France.

Nice to Have

• German language

 

The role is in hybrid model with 3 days per week from the office in Dijon.

Monika Brodowska

[email protected]