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.
• Strong communication and interpersonal skills, with the ability to educate and influence both end users and channel partners.
• Analytical mindset with the ability to interpret data and metrics to drive decisions.
• Proactive problem-solving skills and the ability to manage multiple priorities.
• Familiarity with CRM systems and customer success tools.
• Thorough understanding of operational landscape and available improvement programs.
• Action oriented, ability to drive strategic initiatives throughout a cross functional organization.

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.

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 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.

 #LI-HIDGlobal