Technical Account Manager

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