Associate Dir, Customer Success

 

An Amazing Career Opportunity for an Associate Director, Customer Success!! 

Location: Remote – Austin, TX; Dallas, TX; Salt Lake City, UT, US.

Job ID: 35654

 

As the Associate Director, Customer Success Workforce you will own the ultimate success of HID Workforce customers. You will lead the team in charge of managing existing customer relationships and ensure retention of existing revenue as well as drive revenue expansion opportunities from the selling of additional products, price increases and upgrades. We’re looking for a candidate that has experience leading customer-facing teams and is passionate about providing a world class customer experience while delivering results for the organization.

 

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  

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. 

 

Are you ready to make a difference? Join us and help shape the future of security. 

 

As our Associate Director, Customer Success, you’ll support HID’s success by: 

• Owning the revenue targets for the existing book of business.
• Leading, motivating, and enabling the team of Customer Success Managers.
• Proactively monitoring customer and end user engagements to identify potential risks and prevent customer churn.
• Identifying and building a plan to prevent customer churn, if it is identified.
• Ensuring that customers derive maximum value from their investments and fully leverage their subscriptions and services on an ongoing basis.
• Developing and managing our Customer Referral Program by identifying and nurturing customer advocates.
• Developing and implementing tailored and proactive customer programs that provide continued value to the customer and drive long-term account growth.
• Actively seeking opportunities to, true-up, up-sell, and cross-sell.
• Managing customer escalations and working with the relevant internal team to problem solve. 

 

Your Experience and Background include:  

• Bachelor’s degree in Business, Computer Science or related field preferred. Applicants with equivalent education plus relevant work experience may also be considered.
• 5+ years of experience leading a Customer Success, account management, or similar sales team within a SAAS or enterprise software organization.
• Proven track record of leading six