Manager, Customer Success (HID1414)

Location: 
Remote North AmericaUSRemote
HID Global
2021-01-15
Job Type: 
Full-time
Functional Area: 
Sales
Job Level: 
Mid-Senior Level

Location: Remote, United States


Travel: up to 25%

If you want to be part of pioneer players at a company that is changing the world, please read on!

We are looking for a Manager, Customer Success to join the IAMS Customer Success team and lead our customer retention and adoption efforts. You will gather insights to identify ways to improve each step in the customer lifecycle and promote return on investment for our clients. You have a mix of relationship management business operations and technical skills. This is a cross-functional role, and you will work with engineering, sales, and professional services. This role reports to Director of Customer Success.

The ideal candidate should be analytical, a strong people manager, have expert knowledge of customer success methodologies, metrics, and operational processes. Must be an excellent communicator and comfortable working with senior leadership.

 

Duties and Responsibilities include the following. Other duties may be assigned.

  • Manage a global team of Customer Success Managers.
  • Own and manage several strategic accounts within the HID portfolio of customers.
  • Lead your team to provide outstanding experiences that increase retention of accounts that would lead to timely renewals, growth, and customer satisfaction.
  • Identify upsell and growth opportunities and work with sales teams to ensure account growth.
  • Measure the effectiveness of Customer Success programs through metrics, dashboards, and operational reviews.
  • Ensure that account issues are resolved quickly by escalating to resources throughout the company.
  • Promote a customer-centric mindset across the organization and align projects across teams.
  • Increase customer retention and adoption rates by conducting regular partnership calls to assess user experience and level of satisfaction, or lack thereof.
  • Positively impact customer growth through training and development of best practices to continually drive business value and return on the customer’s investment.
  • Continuously monitor, and work to improve customer satisfaction.
  • Drive the collection of promoter NPS and CSAT survey responses.
  • Drive alignment between Customers and HID via regular touchpoints, including Quarterly Business Reviews with key stakeholders.
  • Develop and maintain Customer Success Plans for each assigned account.
  • Build and maintain close relationships with clients at both operational & strategic stakeholder levels, including senior executives.
  • Solicit customer feedback and work internally with product, account management and other teams to ensure understanding of customer needs and priorities.
  • Where appropriate, provide feedback to scoping of professional services efforts with your assigned portfolio of customers.
  • Help grow the application usage by supporting the account management team in pre-sales activities within your portfolio of Customer accounts.
  • Drive customer loyalty and advocacy, secure customer references.
  • Ensure accurate and comprehensive view of key customer data by documenting and updating it in Salesforce CRM and other relevant tools. This includes maintaining a list of opportunities for business expansion.
  • Contribute to improved Customer Success metrics reporting, evaluation and documentation.

 

Education and/or Experience          

  • 2+ years leading teams of CSMs in hi-tech software/security industry working with enterprise clients.
  • 8+ years of client facing experience in consulting, sales, or customer success management roles.
  • Executive-level project management, communication, and problem-solving skills.
  • Experience scaling a team in a fast-growing SaaS company or similar organization.
  • Experience working with enterprise accounts to solve problems.
  • Experience using Salesforce, Gainsight or other customer relationship tools.
  • Highly organized and able to prioritize and manage multiple workstreams and projects in parallel.
  • Possess excellent communication and interpersonal skills.
  • Demonstrate leadership qualities and ability to mentor junior members of the team.
  • Experience in customer success processes and methodologies.
  • Bachelor’s degree required. Master’s degree in business or relevant field preferred.
  • Highly engaged team player, proactively promoting innovative ideas to inspire customer loyalty and product adoption
  • Proactive in cross-functional leadership and team coordination skills
  • Ability to function in an extremely dynamic, constantly evolving business environment, maintaining an “always learning” disposition

 

Computer Skills     

  • Proficient in MS Office applications: Word, Excel, PowerPoint, and Outlook.
  • Familiar with using the Windows Operating System.
  • Knowledge of Salesforce CRM or similar tools.
  • Reporting tools knowledge such as Tableau or PowerBI is a plus.

 

Employer/Minorities/Female/Disabled/Veteran

HID Global powers the trusted identities of the world's people, places and things. Everyday millions of people in more than 100 countries use our products and services to securely access physical and digital places. Over 2 billion things that need to be identified, verified and tracked are connected through HID Global’s technology. We make it possible for people to transact safely, work productively and travel freely. We work with governments, universities, hospitals, financial institutions and some of the most innovative companies on the planet—helping them to create trusting and trusted physical and digital environments so that they and the people who use them can fulfill their potential. Headquartered in Austin, Texas, HID Global has over 4,000 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. For more information, visit www.hidglobal.com.