Customer Experience Lead

5 days ago


Gujranwala, Punjab, Pakistan Idemia Full time

Maintenance Strategy Development: Develop and implement customized maintenance plans that meet customer needs, including spare parts management, software updates, and support team organization.">KPI Monitoring and Action Planning: Track customer service metrics and maintenance budget, identify areas for improvement, and drive action plans to enhance performance.">Field Support Engineer Management: Oversee dedicated field customer support engineers to ensure seamless execution of maintenance activities.">Stakeholder Communication: Maintain effective communication with customers and internal stakeholders through regular meetings and reporting.">Maintenance Strategy Improvement: Propose enhancements to the maintenance strategy throughout the contract lifecycle to maximize value for both IDEMIA and the customer.">Crisis Management: Develop, drive, and communicate resolution action plans in close coordination with customers and internal stakeholders to mitigate issues effectively.">Solution Understanding: Possess a deep understanding of technical specifications, client requirements, and solution architecture to inform maintenance decisions.">Maintenance Activity Management: Define and manage maintenance activities for straightforward solutions.">Critical Situation Management:">Support Activities Reporting: Prepare and communicate comprehensive Support Activities Reports, presenting results to customers in a clear and concise manner.">Collaboration and Guidance: Work closely with more experienced Service Delivery Managers to receive guidance and oversight.">">



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