Customer Success Specialist (HID1554)

Location: 
Remote North AmericaRemote
HID Global
2021-06-07
Job Type: 
Full-time
Functional Area: 
Customer Service
Job Level: 
Mid-Senior Level

Become a Customer Success Specialist in an Innovative High-Tech Security Company

Job ID: HID1554

Location: Remote, US

Travel: Up to 25%

#Securing your Future!


The role of Customer Success Specialist will include a broad range of tasks such as developing and maintaining ongoing customer relationships, implementing success programs, contributing to sales, onboarding and training clients, and minimizing churn. This person will  be able to provide insights on client-to-business interactions, improve customer experience through direct access to professional services and technical support, and handle customer complaints and requests.

The ideal candidate should be analytical, possess an aptitude for learning and using new software, applying customer success methodologies, and be able to communicate clearly and effectively. The Customer Success Manager will engage with customers, maximize value, and create strategies to secure and grow our customer base.
 

What you will be doing

  • Serve as a trusted partner and advisor to customers by providing business and product expertise.
  • Continuously monitor, and work to improve customer satisfaction.
  • Drive the collection of promoter NPS and CSAT survey responses.
  • Identify customer pain points & provide solutions.
  • Ensure the application is being used for maximum benefit and is well aligned to the Customer's organizational imperatives.
  • Drive alignment between Customers and HID via regular touchpoints, including Quarterly Business Reviews with key stakeholders.
  • Responsible for surface key usage analytics data as it relates to both the core application as well as with our Support organization.
  • Drive adoption of the solution and work to produce a Customer environment conducive to renewal and growth.
  • Review of roadmap interests, promotion of the roadmap and release process, as well as promoting customer events and webinars.
  • 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.
  • Build and document knowledge about the client's business and technical setup, to aid all areas within HID IAM.
  • Act as primary escalation point for customers on all issues or questions related to all HID IAM departments.
  • Leverage Product Management & Marketing output and assist in running product roadmap sessions with major clients to inform them of new features and functionality.
  • Collaborate and communicate with product organization(s) regarding customer needs and with account management on defining solution strategies.
  • Solicit customer feedback and work internally with product, account management and other teams to ensure understanding of customer needs and priorities.
  • Identify any training / knowledge needs for clients and assist in delivering the training or engaging Professional Services, as required.
  • 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.


What we are looking for    

  • Bachelor’s degree in business or relevant field required. Master’s degree preferred. Applicants with equivalent education plus relevant work experience may also be considered.
  • 5+ years of experience working in a customer-facing role such as Professional Services, Sales or Customer Success Management
  • Knowledge of SaleseForce CSM or similar 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.
  • High computer literacy and ability to learn new software.
  • Experience in customer success processes and methodologies.
  • Experience in document creation.
  • Passion for service and customer centricity.


Why Should You Apply?

  • Excellent terms and conditions
  • Flexibility
  • On-the-job training and development
  • Work as part of a global team

 

HID Global is an Equal Opportunity Employer/Minorities/Female/Disabled/Veteran

HID Global powers the trusted identities of the world's people, places and things. Every day 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.

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