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 to seven figure engagements with enterprise customers and deliver outcomes for the customers.
• Tenacious at driving long-term customer value.
• A strategic thinker and creative problem solver with the ability to understand technical challenge.
• Experience mentoring and coaching employees effectively.
• Takes initiative and a leadership role on various projects and acts as a project manager to deliver on business goals.

What we can offer you:

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To 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 worlds

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.

The wage range for this role considers a broad scope of factors that are considered when making compensation decisions, including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At HID, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

The base salary in the United States is $152,000 to $180,000. The OTE is up to $225,000.

HID 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 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