Customer Experience Manager

 

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.