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Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert: Create AlertAn Amazing Career Opportunity fora Customer Success ManagerJob ID: 40874The role of Customer Success Manager will include a broad range of tasks such as developing and maintaining ongoing customer relationships, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. This person will be able to provide insights on client-to-business interactions, improve customer experience through direct access to professional services and technical support, and handle customer complaints and requests.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.Identity and Access Management Solutions (IAMS):HID Global IAM products protect more than 85 million user identities.HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.As our Customer Success Manager , you’ll support HID’s successby:Serving as a trusted partner and advisor to customers by providing business and product expertiseContinuous monitoring, and working to improve customer satisfactionDriving the collection of promoters NPS and CSAT survey responsesIdentifying customer pain points & provide solutionsEnsuring the application is being used for maximum benefit and is well aligned to the Customer's organizational imperativesDriving alignment between Customers and HID via regular touchpoints, including Quarterly Business Reviews with key stakeholdersBeing responsible for surface key usage analytics data as it relates to both the core application as well as with our Support organizationBeing an advocate for the adoption of the solution and working to produce a Customer environment conducive to renewal and growthReviewing of roadmap interests, promotion of the roadmap and release process, as well as promoting customer events and webinarsDeveloping and maintaining Customer Success Plans for each assigned accountBuilding and maintaining close relationships with clients at both operational & strategic stakeholder levels, including senior executivesBuilding and documenting knowledge about the client's business and technical setup, to aid all areas within HID IAMActing as primary escalation point for customers on all issues or questions related to all HID IAM departmentsLeveraging Product Management & Marketing output and assisting in running product roadmap sessions with major clients to inform them of new features and functionalityCollaborating and communicating with product organization(s) regarding customer needs and with account management on defining solution strategiesSolicit customer feedback and working internally with product, account management and other teams to ensure understanding of customer needs and prioritiesIdentifying any training / knowledge needs for clients and assist in delivering the training or engaging Professional Services, as requiredWhere appropriate, providing feedback to scoping of professional services efforts with your assigned portfolio of customersHelping grow the application usage by supporting the account management team in pre-sales activities within your portfolio of Customer accountsDriving customer loyalty and advocacy, secure customer referencesEnsuring accurate and comprehensive view of key customer data by documenting and updating it in SalesForce CRM and other relevant tools. This includes maintaining a list of opportunities for business expansionContributing to improved Customer Success metrics reporting, evaluation and documentationYourExperienceand Background include:Bachelor’s degree in business or related field required. Applicants with equivalent education plus relevant work experience may also be considered5+ years of experience working in a customer-facing role such as Professional Services, Sales or Customer Success ManagementHighly organized and able to prioritize and manage multiple workstreams and projects in parallelExcellent communication and interpersonal skillsHigh computer literacy and ability to learn new softwareExperience in customer success processes and methodologiesPassion for service and customer centricityProficient in MS Office applications: Word, Excel, PowerPoint and OutlookFamiliar with using the Windows Operating SystemKnowledge of SaleseForce CSM or similar toolsWhat we can offer you:Competitive salary and rewards packageCompetitive benefits and annual leave offering, allowing for work-life balanceA vibrant, welcoming & inclusive cultureExtensive career development opportunities and resources to maximize your potentialTo be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worldsWhy apply?Empowerment: You’ll work as part of a global team in a flexible workenvironment, 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 applyInnovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekersIntegrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and acceptedHID is committed to building a diverse, equitable, and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer, we welcome applications from individuals of all backgrounds, experiences, and perspectives. We evaluate applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves, fostering an environment of mutual respect and inclusivity. If you have a disability and require assistance or accommodation to participate in the application process or to perform essential job functions, please contact accommodations-ext@hidglobal.com .We make it easier for people to get where they want to goOn 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 63,000 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. #J-18808-Ljbffr
