Career Opportunities: Customer Experience Manager (32998)

Requisition ID 32998 - Posted - HID Global Corporation - PACS - NAM - USA: Texas (Austin - Center Ridge Dr.) - Customer Service & Contact Center Operations - Posting Country (1) - Yes - Mid-senior level - Travel Required: 0%-10%

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An Amazing Career Opportunity for a Customer Experience Manager !!

Location: Austin, Texas

Job ID: 32998

As a Customer Success Manager for Physical Access Control Solutions (PACS), is a professional responsible for ensuring that customers achieve their desired outcomes while using a company's products or services.

The primary goal of a CSM is to maintain long-term relationships with customers, help them maximize the value of the product, drive activation rate, and reduce churn (customer cancellations or defections).

The ideal candidate will have a proven track record in large-scale customer relationship management and operational excellence, act as a customer advocate by understanding their needs, suggesting solutions, and escalating issues as needed.

You will focus on driving continuous improvement in operational initiatives and efficiency programs, ensuring alignment between HID and our customers to better serve their needs.

This position requires forward thinking, proactive leadership to reduce costs, identify new operational revenue opportunities, and enhance the overall customer experience.

In this role, you will work directly with customer contacts and collaborate across various HID departments to ensure the seamless delivery of solutions that align with both customer expectations and HID’s business objectives.

Who are we?

HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely.

We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

Physical Access Control Solutions (PACS)

HID PACS, located in multiple development locations across the world, is recognized as the global leader in the design, manufacture and supply of access control security technology. HID Global, the provider of trusted identities to the world's people, places and things. A leader in the commercial security industry, this established company designs and manufactures physical access control systems. We offer a competitive and comprehensive compensation package which includes medical, dental, vision, life insurance, 401k, flex spending and PTO and FTO to qualifying employees.

As our Customer Experience Manager , you’ll support HID’s success by:

• Onboarding: Guide customers through the onboarding process and help them get set up with the product/service.

• Training and Support: Provide ongoing training and support to ensure customers are maximizing the product’s value.

• Customer Retention: Work to reduce churn by identifying at-risk customers and implementing strategies to keep them engaged.

• Metrics and Reporting: Monitor customer satisfaction, adoption metrics, and other KPIs; report insights to internal teams.

• Upselling/Cross-Selling: Identify opportunities to upsell or cross-sell additional products or services.

• Feedback Loop: Gather customer feedback and share it with product and development teams to influence product improvements.

• Lead and manage the end-to-end onboarding process for new users.

• Develop and deliver tailored onboarding programs to ensure a smooth transition and adoption of our products and services.

• Collaborate with internal teams to create resources and tools that facilitate user onboarding.

• Educate channel partners on our products, services, and best practices to ensure they are equipped to support end users effectively.

• Conduct regular training sessions and webinars to keep partners updated on new features, updates, and industry trends.

• Develop and maintain strong relationships with channel partners, ensuring they are aligned with our business goals and objectives.

• Monitor and analyze activation metrics to identify areas for improvement.

• Implement strategies to increase activation percentages and ensure end users are fully engaged with our products.

• Provide regular reports on activation rates and propose actionable insights to improve user engagement.

• Engage with end users to understand their usage patterns, future plans, and any challenges or concerns they may have.

• Act as a liaison between end users and internal teams to address issues and ensure user satisfaction.

• Develop strategies to address common user challenges and enhance the overall user experience.

  What we will love about your background:

• Analytical mindset with the ability to interpret data and metrics to drive decisions.

• Proactive problem-solving skills and the ability to manage multiple priorities.

• Familiarity with CRM systems and customer success tools.

• Thorough understanding of operational landscape and available improvement programs

• Action oriented, ability to drive strategic initiatives throughout a cross functional organization

  Your Experience and Education include:

• Bachelor’s degree in business, marketing, communications or a related field preferred

• Minimum 3 years direct experience supporting software as a service (SaaS), account management, or related field.

• Proven experience in customer success, onboarding, or related roles.

• Strong communication and interpersonal skills, with the ability to educate and influence both end users and channel partners.

  Why apply?

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.

• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.

• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

  We make it easier for people to get where they want to go!

  On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something. HID technology is behind billions of interactions, in more than 100 countries. We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.

  When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 61,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

  #LI-HIDGlobal