Customer Success Adoption Lead

ASSA ABLOY Entrance Systems AB; Austin, Northern (TX, KY); Ibrido; USD 90.000 - 120.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Hybrid work model

Medical benefits

Career development

Descrizione del lavoro

HID Global in Austin, TX is seeking a Customer Success Adoption Manager to own customer adoption and operational performance for EDI, Webshop, and Customer Command Center tools.

You will guide onboarding, training, and go-live readiness, manage incidents and escalations, and work with technical teams to resolve data and portal issues, driving measurable improvements across the customer journey.

Competenze

• Bachelor's degree in business, supply chain, information systems, operations, or equivalent.
• 2+ years in customer success, digital platforms, e-commerce, or related fields.
• Experience owning customer adoption, health, and performance for digital tools.
• Experience managing incidents, escalations, root-cause analysis.
• Strong analytical skills using adoption and operational data.
• Excellent communication and cross-functional coordination skills.
• Experience with ERP/CRM/ticketing systems preferred.
• Experience with EDI mapping and integration platforms preferred.

Mansioni

• Own customer experience and operational success of HID's EDI, Webshop, and Customer Command Center tools.
• Lead onboarding, training, go-live readiness, stabilization, and adoption.
• Manage incidents and escalations with clear communications and resolutions.
• Monitor adoption, access, transaction quality, and identify risks early.
• Collaborate with technical teams to resolve data/config/mapping/portal issues.
• Lead root-cause reviews and corrective actions with clear owners and dates.
• Coordinate user acceptance testing and readiness for releases.
• Create and maintain customer-facing and internal enablement materials.
• Drive adoption of digital/self-service workflows to improve outcomes.
• Conduct recurring business reviews and translate usage into actions.
• Maintain customer profiles, trading-partner requirements, and change history.
• Build health reporting with cross-functional partners to improve end-to-end experience.

Conoscenze

Customer success

Digital platforms

E-commerce

EDI

Order management

Data analysis

Formazione

Bachelor's degree in business, supply chain, information systems, operations

Strumenti

ERP

CRM

Ticketing systems

E-commerce platforms

Analytics tools

Order management systems

Descrizione del lavoro

HID Global in Austin, TX is seeking a Customer Success Adoption Manager to own customer adoption and operational performance for EDI, Webshop, and Customer Command Center tools.

You will guide onboarding, training, and go-live readiness, manage incidents and escalations, and work with technical teams to resolve data and portal issues, driving measurable improvements across the customer journey.