Customer Experience Manager

Assa Abloy - Austin, TX

Part-time - Mid Level

Austin, TX

1,001-5,000 employees

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Customer Experience Manager for Physical Access Control Solutions (PACS) is responsible for ensuring customers achieve their desired outcomes while using the company's products or services. This role focuses on maintaining long-term relationships with customers, maximizing product value, driving activation rates, and reducing customer churn. The position requires proactive leadership to enhance customer experience and operational efficiency, collaborating with various departments to deliver solutions that meet customer expectations.

Responsibilities

• Guide customers through the onboarding process and help them get set up with the product/service.
• Provide ongoing training and support to ensure customers are maximizing the product's value.
• Work to reduce churn by identifying at-risk customers and implementing strategies to keep them engaged.
• Monitor customer satisfaction, adoption metrics, and other KPIs; report insights to internal teams.
• Identify opportunities to upsell or cross-sell additional products or services.
• Gather customer feedback and share it with product and development teams to influence product improvements.
• Lead and manage the end-to-end onboarding process for new users.
• Develop and deliver tailored onboarding programs to ensure a smooth transition and adoption of our products and services.
• Collaborate with internal teams to create resources and tools that facilitate user onboarding.
• Educate channel partners on our products, services, and best practices to ensure they are equipped to support end users effectively.
• Conduct regular training sessions and webinars to keep partners updated on new features, updates, and industry trends.
• Develop and maintain strong relationships with channel partners, ensuring they are aligned with our business goals and objectives.
• Monitor and analyze activation metrics to identify areas for improvement.
• Implement strategies to increase activation percentages and ensure end users are fully engaged with our products.
• Provide regular reports on activation rates and propose actionable insights to improve user engagement.
• Engage with end users to understand their usage patterns, future plans, and any challenges or concerns they may have.
• Act as a liaison between end users and internal teams to address issues and ensure user satisfaction.
• Develop strategies to address common user challenges and enhance the overall user experience.

Requirements

• Bachelor's degree in business, marketing, communications or a related field preferred.
• Minimum 3 years direct experience supporting software as a service (SaaS), account management, or related field.
• Proven experience in customer success, onboarding, or related roles.
• Strong communication and interpersonal skills, with the ability to educate and influence both end users and channel partners.
• Analytical mindset with the ability to interpret data and metrics to drive decisions.
• Proactive problem-solving skills and the ability to manage multiple priorities.
• Familiarity with CRM systems and customer success tools.
• Thorough understanding of operational landscape and available improvement programs.
• Action oriented, ability to drive strategic initiatives throughout a cross functional organization.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• 401k
• Flexible spending account (FSA)
• Paid time off (PTO)
• Flexible time off (FTO)