Technical Customer Success Specialist (TCS)

Starting date: Immediately
Location: Geneva, Switzerland
Job type: Permanent

ID Quantique (IDQ) is the world leader in quantum technologies with applications in the field of photons detection and networks security. IDQ is organized in two business units. In its Quantum-Safe business unit, IDQ develops and commercializes cryptographic solutions, designed to protect data for the long-term future against threats such as quantum computing. The company provides quantum-safe network encryption, secure quantum key generation and quantum key distribution solutions, as related services to the financial industry, enterprises and government organizations globally. In its Quantum Detection Systems business unit, the company develops and commercializes optical instrumentation products.

IDQ is a fast-growing company, creating new activities in new markets, worldwide. IDQ is looking for a Technical Customer Success Specialist (TCS) as part of its Customer Success & Support Team. This role combines technical expertise with a strong customer-centric practices, serving as a liaison between the customer and the technical aspects of our product. The TCS focuses on enhancing the customer’s experience by providing support, guidance, and solutions, ultimately contributing to customer retention and the overall success of the business.

Key functions and responsibilities

Customer Onboarding and Implementation:

Guide customers through the next steps after purchase to prepare for the installation and training and facilitate the organization of the interventions.
Ensure a smooth transition from sales to implementation.

Technical Consultation:

Act as a technical advisor for 1st level technical questions and coordinator, helping customers understand how to best utilize the product or service
Provide insights into advanced features or integrations and liaise with Technical support team.

Proactive Support:

Monitor customer usage and identify potential technical challenges.
Work with support teams to resolve technical issues quickly and efficiently.

Customer Relationship Management:

Build and maintain strong relationships with technical stakeholders at the customer’s organization.
Understand their technical goals and align the product to meet these objectives.

Upselling and Cross-Selling:

Identify opportunities to recommend additional features, products, or services based on the customer’s technical needs.
Monitor the warranty and maintenance contract status.

Feedback Loop:

Collect and relay customer feedback to the product and engineering teams to improve the product.
Coordination between customer teams, internal technical teams, and support.
Work closely with sales, product development, engineering, and support teams.

Training and Enablement:

Provide technical training to customers, ensuring they are self-sufficient in using the product.

Project Management:

Manage nonstandard deployments, coordinate preparation, site activities and project reporting.

Desired Profile

Computer Science, Communication systems or electronics technical background (Bachelor degree or equivalent).
Familiarity with programming, IT networks, encryption technology.
Strong communication and relationship-building skills.
Focus on customer satisfaction and long-term success.
Ability to troubleshoot technical issues and offer solutions.
Previous project management experience preferred.
Previous experience with CRM, ERP and ticketing systems an advantage.
Ok to work in a flexible schedule to cover different time zones depending on specific projects.
Flexibility to travel if needed.
Experience with industrial processes and manufacturing a plus.
Excellent English, oral and written, a must.

We offer

Flexible working models to ensure a balance of family and working life.
Optimal support on your career path through regular training opportunities.
A dynamic and personal atmosphere, working with a global team of superstars.
A company culture that encourages performance and cooperation.
Strong ethics, people values, retention Plan (stock option).

Should you be interested by this opportunity, please send your resume and a short motivation message to HR@idquantique.com with TCS in the subject.

ID Quantique SA is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other status protected by law.