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ASSA ABLOY Opening Solutions develops and manufactures security technology for buildings and facilities. Its portfolio includes mechanical and electromechanical locking systems, access control solutions, and related products that support secure access and movement in residential, commercial, and public environments. The company serves a range of sectors, including construction, healthcare, and manufacturing, with solutions designed for settings such as hospitals, schools, workplaces, and other shared facilities.
Customer Success Adoption Manager - Austin, TX (Onsite)
Drive customer adoption and operational performance for HID’s EDI, Webshop, and Customer Command Center platforms. Support customers using global physical and digital access-control solutions.
Description
- Manage the customer experience and operational performance of HID’s EDI, Webshop, and Customer Command Center platforms
- Guide onboarding, training, go-live preparation, stabilization, and adoption for assigned tools and trading partners
- Act as the primary customer contact for incidents and escalations
- Coordinate communications, business-impact evaluations, and resolution tracking
- Track adoption, access, transaction quality, order holds, processing delays, and recurring customer issues
- Surface risks early and help prevent escalation
- Work with technical teams to address data, configuration, mapping, integration, portal, and downstream order-processing problems
- Lead root-cause investigations and corrective actions for recurring issues
- Coordinate user acceptance testing and business readiness for releases, ERP changes, portal improvements, and new transaction types
- Develop and update customer-facing and internal enablement resources
- Increase use of digital and self-service workflows
- Run recurring customer and internal business reviews
- Convert usage data, performance results, and feedback into improvement initiatives
- Keep customer profiles, trading-partner requirements, access information, escalation paths, test evidence, and change records current
- Prepare health reporting and collaborate with Sales, NAM PACS Customer Operations, Order Management, Supply Chain, Product, and Technology
Requirements
- Bachelor’s degree in business, supply chain, information systems, operations, or a related discipline, or equivalent practical experience
- At least two years of experience in customer success, digital customer platforms, e-commerce, EDI, technical account management, order management, B2B integration, or supply-chain operations
- Experience managing adoption, usage, customer health, and operational results for customer-facing technology or digital products
- Working knowledge of EDI transaction flows and web-based customer tools, including onboarding, access, order processing, issue resolution, and user enablement
- Proven ability to manage customer incidents, cross-functional escalations, root-cause investigations, and corrective actions
- Experience conducting operational reviews, managing change, leading user acceptance testing, or planning readiness for system and process changes
- Strong analytical capability, with experience using customer, adoption, transaction, and operational data to identify trends and evaluate outcomes
- Clear communication, documentation, facilitation, prioritization, and follow-through abilities
- Ability to influence cross-functional stakeholders without direct authority
- Experience using ERP, CRM, ticketing, e-commerce, customer portal, analytics, or order-management systems
- Experience with EDI mapping, partner certification, integration platforms, ANSI X12 transactions, VAN, AS2, SFTP, APIs, or managed file transfer is preferred
- Experience supporting distributors, resellers, manufacturers, or complex B2B supply chains is preferred
- Must currently have legal authorization to reside and work in the hiring country
- Immigration sponsorship is unavailable
Benefits
- Competitive salary and rewards package
- Competitive benefits and annual leave designed to support work-life balance
- Flexible working environment
- Broad career development opportunities and resources
- Ongoing feedback, training, and development support
- Inclusive culture and workplace
- Opportunity to contribute within a global team
- International career advancement opportunities
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