Customer Experience Specialist

ASSA ABLOY Group; Plano (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

ASSA ABLOY Global Solutions in Plano, TX is seeking a Customer Excellence Specialist to manage customer success, onboarding, and training for Biosite solutions. You will build trusted relationships with B2B clients, drive adoption, and coordinate with internal teams to resolve issues and enhance satisfaction.

The role requires around 30% travel to customer sites and construction environments; hands-on training and site visits are essential. A background in construction tech or SaaS is a plus.

Qualifications

• 1+ years in customer success, account management, or related role.
• Experience supporting B2B customers.
• Experience delivering training, onboarding, or product demos preferred.
• Construction tech, SaaS, software or technology industry experience is a plus.

Responsibilities

• Build trusted relationships with customers as primary contact.
• Engage customers to identify needs and maximize adoption of Biosite solutions.
• Deliver exceptional customer experience through timely communication and follow-through.
• Partner with internal teams to advocate for customer needs and drive outcomes.
• Lead onboarding activities and training sessions for customers.
• Guide customers through best practices for long-term success.
• Diagnose and resolve issues related to software, integrations, hardware, and UX.
• Visit customer sites to support implementations and relationships.

Skills

Customer success

Account management

B2B

Training

Technical support

SaaS

Tools

CRM (Salesforce)

Ticketing systems

Job description

ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions . Every day, we reimagine how people move through a safer, more open world with ease . If you’ve ever walked through an automatic door, stayed in a hotel, or gone through passport control, you’ve probably used one of our products or services. We have operations in over 70 countries , with over 52,000 colleagues around the world. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Construction for a Customer Excellence Specialist.

What You’ll Do

Customer Success & Relationship Management

• Build trusted relationships with customers and become their primary point of contact.
• Proactively engage customers to understand their business needs, identify opportunities for improvement, and maximize adoption of Biosite solutions.
• Deliver an exceptional customer experience through timely communication, responsiveness, and follow-through.
• Partner with internal teams to advocate for customer needs and drive successful outcomes.

Customer Onboarding & Training

• Lead customer onboarding activities, ensuring a smooth transition from implementation to ongoing support.
• Conduct in-person and virtual training sessions to help customers confidently use Biosite products and services.
• Guide customers through best practices and promote long-term success with our solutions.

Technical Support & Problem Resolution

• Diagnose and resolve customer issues related to software, integrations, hardware, and user experience.
• Investigate complex challenges, coordinate resources, and drive issues through resolution.
• Clearly communicate technical concepts to both technical and non-technical audiences.

Site Visits & Customer Engagement

• Visit customer construction sites to support implementations, training, relationship-building, and issue resolution.
• Serve as a knowledgeable and professional ambassador for the Biosite brand.
• Identify opportunities to improve customer satisfaction and strengthen partnerships.

What Success Looks Like

• Customers view you as a trusted partner and problem solver.
• You take ownership of customer challenges and see them through to completion.
• You build strong cross-functional relationships to deliver results.
• You consistently identify opportunities to improve customer experience and operational efficiency.
• You thrive in a fast-paced environment while managing multiple priorities effectively.

Experience

What We're Looking For

• 1+ years of experience in customer success, account management, customer support, sales support, technical support, or a related customer-facing role.
• Experience supporting business-to-business (B2B) customers.
• Experience delivering training, onboarding, or product demonstrations is preferred.
• Construction technology, SaaS, software, or technology industry experience is a plus.

Technical Skills

• Ability to understand software platforms, integrations, system workflows, and user processes.
• Comfortable troubleshooting technical issues and guiding customers through solutions.
• Strong ability to learn and explain technical concepts in a user-friendly manner.
• Experience working with multiple software platforms and business systems.

Personal Characteristics

• Highly motivated self-starter who takes initiative and ownership.
• Strong interpersonal and communication skills with the ability to quickly build rapport.
• Confident, adaptable, and comfortable working independently.
• Naturally curious and driven to solve problems.
• Resilient and resourceful when facing challenges.
• Organized with strong time-management and prioritization skills.
• Collaborative team player with a customer-first mindset.
• Comfortable presenting, training, and engaging with groups both virtually and in person.

Travel

• Approximately 30% travel required for customer site visits, onboarding, training, and relationship-building activities.
• Comfortable working in construction environments and visiting active job sites.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access.

As an employer, we value results - not titles, or backgrounds. 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.