Customer Success Manager – Mobile Access

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Oversee and manage the comprehensive onboarding process for new Mobile Access users.

• Create and implement customized onboarding programs, resources, and tools to facilitate adoption and sustained engagement.

• Train channel partners on HID Mobile Access products, services, and optimal practices.

• Host regular training sessions and webinars for partners focusing on new features, updates, and industry developments.

• Cultivate and maintain partner relationships that align with business objectives and customer success goals.

• Track customer satisfaction, activation metrics, adoption trends, and various KPIs.

• Execute strategies aimed at boosting activation rates, enhancing engagement, minimizing churn, and supporting yearly subscription renewals.

• Identify opportunities for upselling and cross-selling in collaboration with commercial teams.

• Engage end users to gain insights into their usage patterns, future plans, challenges, and support requirements.

• Act as a liaison among end users, partners, and internal HID teams to resolve issues and enhance customer experience.

• Collect customer feedback and business intelligence to provide actionable insights to product, development, sales, and service teams.

⛳️ Requirements

• Ideally possess 10+ years of experience in direct customer engagement outside of a sales support role.

• Excellent verbal and written communication abilities.

• Capability to manage complex customer inquiries effectively.

• Proactive analytical, interpersonal, and communication skills.

• Ability to establish relationships remotely.

• Competence to work independently, make judgments, offer insights, and drive change.

• Skill in building relationships across various departments and levels of seniority.

• Strong collaboration and networking capabilities.

• Exceptional customer engagement and relationship management skills.

• Ability to diplomatically address complex customer requests.

• High degree of personal and professional integrity.

• In-depth knowledge of the HID Mobile ID portfolio and related internal processes.

• Full fluency in English, both spoken and written.

• Proficiency in an additional European language is advantageous.

• Skilled in Microsoft Teams, Word, Excel, and PowerPoint.

• Experienced with Salesforce CRM.

• Must be currently authorized to live and work in the hiring country.

• Immigration sponsorship is not available.

🏝️ Benefits

• Competitive salary and rewards package.

• Comprehensive benefits and annual leave offerings that promote work-life balance.

• A vibrant, welcoming, and inclusive culture.

• Extensive career development opportunities and resources.

• Flexible work environment.

• Flexible work arrangements available.

• Options for job sharing or part-time work.

• Global team atmosphere.

• Regular feedback, training, and developmental opportunities.

• Disability assistance or accommodations during the application process or for performing essential job functions.