Mature Markets, Mobile Access, Customer Success Manager
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AI Summary
An Amazing Career Opportunity for a Mature Markets, Mobile Access, Customer Success Manager !!
Location: UK (Remote)
Job ID: 48799
We are looking for a Customer Success Manager (CSM) to support the acceleration of Mobile Identities as the future and leading form of credentials across Physical Access Control Solutions.
The CSM role aims to effectively grow the activations rate at end-users’ level, assist end-users and partners throughout the annual subscription renewal process and provide HID teams with Mobile ID business intelligence.
The CSM’s coverage will be across the HID PACS Mature Markets (Europe, North Asia and Australasia), the European markets representing the lion’s share.
We are seeking a Mobile Access Customer Success Manager to work in collaboration with the sales organization particularly with Sales Professionals and Customer Success Specialists during the sales process and all the way through to post implementation of the Mobile Access Solution.
The ideal candidate should enjoy working on a remote team and with multiple account managers, partners, and end customers throughout Europe. It is a motivated, hard-working team player with initiative and able to self-manage showing initiative and capable of communicating at all levels of an organization. As well as a willingness to learn and develop knowledge concerning the Mobile Services delivered while ensuring client satisfaction during the Services contact period. To be successful in the role, customer success manager needs to be constantly in touch with the customers and various internal teams of the organization, such as sales, marketing, customer support, and product development.
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.
As our Mature Markets, Mobile Access, Customer Success Manager , you’ll support HID’s success by:
- Designing and implementing a process to increase the activation rate with end-users.
- Facilitating and driving the Mob ID subscription renewals process for both end-users and Partners.
- Gather, analyzing, organizing and distributing Mob ID business intelligence in collaboration with HID PACS regional marketing and commercial teams.
- Actively and proactively engaging with both end users and partners.
- Deskbound position (full home base, office or hybrid) requiring daily engagements with customers.
- Finally, efficiently engaging with HID PACS commercial teams in order to address customer needs in a timely manner.
Education and/or Experience
- Ideally 10+ years of direct customer engagement in a support function (e.g., non-sales).
- Strong commutation skills (verbal and written).
- Demonstrated ability to successfully deal with complex customer requests
Required Skills & Qualifications
Technical Skills:
- Proactive with strong analytical, interpersonal and communication skills and ability to build relationships remotely.
- Ability to work independently, form own judgment/opinions, provide insights and drive change.
- Ability to interact with and build relationships with people from different departments and levels of seniority.
- Strong interpersonal and collaboration skills; networking outside and inside the organization and building positive relationships with key individuals and groups.
- Excellent customers engagement and relationship skills.
- Displays good judgement by being able to diplomatically deal with possible complexes customers requests.
- Always act ethically, maintaining the highest personal and professional integrity.
- Strong knowledge of HID Mobile ID portfolio and internal processes associated to this business segment
Soft Skills
- With crisp communication and strong tech skills, the ideal candidate must ensure that customers get the most out of a product or service, stay satisfied with their purchase, and remain clients of the company.
- To perform effectively, customer success managers must be able to:
- Address complex issues in a customer-centric way
- Analyze customer data and customer feedback
- Build strong relationships with customers and team members
- Have a deep understanding of the customer journey and different customer success methodologies.
Language Skills
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Ability to effectively communicate in the English language verbally and in writing.
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Ability to read and interpret technical journals, specifications, international technical standards, etc.
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 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. You'll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.
- 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 does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.
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.
Immigration Sponsorship Not Available
- Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
- HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
- International relocation or remote work arrangements outside of the hiring country will not be considered.
Our Talent Acquisition team may use an AI-powered screening tool to support their initial review of your application. The tool analyzes resume content such as qualifications, skills, and experience to help recruiters assess applications against role requirements. It does not score, rank, filter, or make any decisions about your application. All hiring decisions are made by people following their own review of your full application.
Information processed by the tool is deleted once the recruiter's review is complete.
If you believe the tool has not accurately represented your application, you can request direct human review by contacting privacy@hidglobal.com with the subject line "Application Review Request" and the role you applied for.
HID is certified as a Great Place to Work in the UK, reflecting employee feedback on trust, collaboration, and workplace culture.
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.
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