Customer Experience Manager

An Amazing Career Opportunity for a Customer Experience Manager!! 

Location: Austin, Texas

Job ID: 36451

 

As a Customer Experience 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 Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. 

This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.  

 

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

 

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

• Onboarding: Guiding customers through the onboarding process and help them get set up with the product/service.
• Training and Support: Providing ongoing training and support to ensure customers are maximizing the product’s value.
• Customer Retention: Working to reduce churn by identifying at-risk customers and implementing strategies to keep them engaged.
• Metrics and Reporting: Monitoring customer satisfaction, adoption metrics, and other KPIs; report insights to internal teams.
• Upselling/Cross-Selling: Identifying opportunities to upsell or cross-sell additional products or services.
• Feedback Loop: Gathering customer feedback and share it with product and development teams to influence product improvements. 

 

Your Experience and Background 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.