Customer Success Manager
An Amazing Career Opportunity for a Customer Success Manager!!
Location: Prague, Czech Republic
Job ID: 18076
We are looking for Customer Success Manager. If you are able to improve customer experience through direct access to professional services and technical support, and handle customer complaints and requests- we want to hear from you!
Who are we?
HID Global 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 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo
HID’s Identity and Access Management Solutions Department:
HID Global Identity and Access Management Solutions products protect more than 85 million user identities. At HID Global, we understand that no person, device, or workplace can go unprotected. This philosophy of Zero Trust drives us to create new advances in risk-based multi-factor authentication, leads us to secure user identities in converged access environments and drives the need to expand implementations with our industry-leading digital certificates and PKIaaS solution to manage them at scale.
As our Customer Success Manager, you’ll support HID’s success by:
Continuously monitoring and working to improve customer satisfaction.
Driving the collection of promoter NPS and CSAT survey responses.
Identifying customer pain points & provide solutions.
Ensuring the application is being used for maximum benefit and is well aligned to the Customer’s organisational imperatives.
Driving alignment between Customers and HID via regular touchpoints, including Quarterly Business Reviews with key stakeholders.
Acting as primary escalation point for customers on all issues or questions related to all HID IAM departments.
Helping grow the application usage by supporting the account management team in pre-sales activities within your portfolio of Customer accounts.
Driving customer loyalty and advocacy, secure customer references.
What we will love about your background:
Ability to effectively communicate in the English language, both verbally and in writing.
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.
Knowledge of SaleseForce CSM or similar tools.
Your Experience and Education include:
5+ years of experience working in a customer-facing role such as Professional Services, Sales or Customer Success Management
Highly organized and able to prioritize and manage multiple workstreams and projects in parallel.
Experience in customer success processes and methodologies.
Experience in document creation.
Passion for service and customer centricity.
Who you are as a Leader:
Exceptional communication skills, both written and verbal.
Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary.
Good interpersonal skills, willingness to learn and continue to grow professionally.
Strong team player and ability to work well with others.
You proactively seek to implement diversity into your work, including valuing different backgrounds, experiences and thinking. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.
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 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 .
Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
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 is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.
Sales, Marketing & Product Management