Customer Success Adoption Manager

ASSA ABLOY • Austin, TX

3d • Onsite

About The Position

The Customer Success Adoption Manager owns customer adoption and operational performance for HID's EDI, Webshop, and Customer Command Center tools. The role guides customers through onboarding, change, and ongoing optimization; manages escalations; and turns customer and operational insights into measurable improvements. HID 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 4,500 worldwide employees. HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions. From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Requirements

• Bachelor's degree in business, supply chain, information systems, operations, or a related field, or equivalent practical experience.
• Two or more years of experience in customer success, digital customer platforms, e-commerce, EDI, technical account management, order management, B2B integration, or supply-chain operations.
• Experience owning customer adoption, utilization, health, and operational performance for customer-facing technology or digital tools.
• Working knowledge of EDI transaction flows and web-based customer tools, including onboarding, access, order processing, issue management, and user enablement.
• Demonstrated experience managing customer incidents, cross-functional escalations, root-cause analysis, and corrective actions.
• Experience leading operational reviews, change management, user acceptance testing, or readiness planning for systems and process changes.
• Strong analytical skills and the ability to use customer, adoption, transaction, and operational data to identify trends and measure results.
• Clear communication, documentation, facilitation, prioritization, and follow-through skills, with the ability to influence cross-functional teams without direct authority.
• Experience with ERP, CRM, ticketing, e-commerce, customer portal, analytics, or order-management systems.

Nice To Haves

• 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.

Responsibilities

• Owning the customer experience and operational success of HID's EDI, Webshop, and Customer Command Center tools.
• Leading customer onboarding, training, go-live readiness, stabilization, and adoption for assigned digital tools and trading partners.
• Serving as the customer-facing owner for incidents and escalations, coordinating communications, business-impact assessments, and resolution follow-through.
• Monitoring adoption, access, transaction quality, order holds, processing delays, and recurring customer friction; identifying risks before they escalate.
• Partnering with technical teams to resolve data, configuration, mapping, integration, portal, and downstream order-processing issues.
• Leading root-cause reviews and corrective actions for recurring issues, with clear owners, due dates, validation, and customer communication.
• Coordinating user acceptance testing and business readiness for releases, ERP changes, portal enhancements, and new transaction types.
• Creating and maintaining customer-facing and internal enablement materials, including training resources, workflow guidance, and readiness checklists.
• Driving adoption of digital and self-service workflows that improve transaction quality, reduce manual work, and improve customer outcomes.
• Conducting recurring customer and internal business reviews; translating usage, performance, and feedback into clear improvement actions.
• Maintaining customer profiles, trading-partner requirements, access details, escalation paths, test evidence, and change history.
• Building health reporting and partner across Sales, NAM PACS Customer Operations, Order Management, Supply Chain, Product, and Technology to improve the end-to-end experience.

Benefits

• Competitive salary and rewards package
• Competitive benefits and annual leave offering, allowing for work-life balance
• A vibrant, welcoming & inclusive culture
• Extensive career development opportunities and resources to maximize your potential
• To be a part of a global organization that is pioneering the hardware, software and services that allow people to confidently navigate the physical and digital worlds

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level