Customer Success Specialist

About the position

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world. The Customer Success Specialist is responsible for the technical setup support for onboarding of new customers and migrations, while proactively exceeding customer expectations through their onboarding experience. This role will also be responsible for identifying areas of efficiency, process improvements, and establishing regular touchpoints with customers and internal partners to ensure a consistent customer experience for the lifecycle of the solution and maximizing customer retention.

Responsibilities

• Onboard and migrate new customers onto the Zentra Multi-family software solution
• Identify areas of opportunity to improve the customer experience and migration process
• Conduct regular business reviews with customers to assess satisfaction, address concerns, and identify areas for improvement
• Drive and manage customer renewals by proactively addressing needs, identifying opportunities for upselling, and ensuring a high retention rate through excellent relationship management
• Serve as the primary point of contact for customer escalations and facilitate timely resolution of issues
• Track and analyze customer usage data and provide insights and recommendations to improve the customer experience and product adoption
• Gather and analyze customer feedback to identify trends and insights that contribute to product roadmap discussions
• Develop and deliver customer training programs to drive product knowledge and adoption
• Identify opportunities to scale customer success efforts through process automation, self-service, and knowledge management
• Works directly with the multifamily property, integrator, and internal teams, when needed, to drive issues to closure, and/or escalates issues to Allegion internal teams for resolution
• Manages and tracks support process for customer success to ensure customer utilization, satisfaction, and retention
• Supports a continual improvement process to streamline the success process for both our multifamily property and integration partners
• Ensures a high level of customer service is provided to all Multi-Family Access customers through the solution lifecycle
• Identify and nurture customer advocates to participate in case studies/testimonials to support marketing/sales efforts
• Monitor customer success tools to identify and proactively assist customers
• Ability to travel up to 30%

Requirements

• Bachelor's degree in a technical, business, or equivalent field strongly preferred, or 4 years of relevant experience in lieu of a degree
• Strong data accuracy and detail-oriented
• Exceptional organizational skills and the ability to effectively prioritize and manage multiple projects
• Customer-centric advocacy and focus
• Critical thinking and proactive process improvement mentality
• Excellent verbal and written communication skills
• Ability to influence and recommend win-win customer solutions
• Highly passionate for innovating technologies and processes

Benefits

• Health, dental and vision insurance coverage
• Unlimited Paid Time Off
• 401K plan with a 6% company match and no vesting period
• Health Savings Accounts for healthcare expenses
• Flexible Spending Accounts for healthcare and/or dependent daycare expenses
• Disability Insurance - Short-Term and Long-Term coverage
• Life Insurance - Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program with rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back
• Opportunities to leverage unique strengths through CliftonStrengths assessment & coaching