Customer Success Lead, Overtur Services

Allegion

11d • Remote

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. Customer Success Lead, Overtur Services – (Remote) US Allegion is looking for a Customer Success Lead, Overtur Services to work as part of a highly engaged small team within a global organization of 12,000+ employees, representing 30+ brands (including Schlage, Von Duprin and LCN) focused on safety, security and access management. You’ll work on solutions that will enable seamless access and help keep you and your loved ones safe and secure where they work, live and thrive. What You Will Do: As the primary voice of Overtur customers, you will drive adoption, retention, and expansion by building repeatable processes and partnering across the business.

Requirements

• Bachelor’s degree in a technical, business, or related field, or equivalent experience.
• Minimum of 10 years of experience in a role directly engaging with customers, preferably in a software or service environment.
• Demonstrated ability to analyze data, synthesize insights, and present findings in a clear and compelling manner.
• Strong verbal and written communication skills; able to present to technical and nontechnical audiences.
• Demonstrated ability to influence cross functional stakeholders and to drive initiatives to completion.
• Bias for action and a pragmatic, customer centric approach to problem solving.
• Passion for continuous improvement and process innovation

Nice To Haves

• Familiarity with door hardware, including electric and mechanical locking devices.
• Basic understanding of software development processes.
• Experience communicating with Institutional and Operations/Facilities audiences.
• Technical literacy or code development experience is a plus.

Responsibilities

• Own onboarding strategy, execution and KPIs for Overtur Services focused across the Operation phases; maintain advisory groups and influential customer lists. This includes Overtur Key System Management and Overtur OnSite Mobile application.
• Capture, validate, and prioritize voice of customer feedback for Product Management, closing the loop with customers on feedback and requests.
• Define and manage release readiness from the customer perspective, including beta programs, and customer communications.
• Design and run adoption programs (webinars, migrations, enablement for channels and partners) and collaborate with Sales on revenue expansions
• Advise the Learning Experience Designer on customer personas, learning needs, and content priorities.
• Identify process and tooling gaps; implement scalable customer success tools and practices to maximize retention and operational efficiency.
• Ensure close collaboration with product management to align on customer priorities and deliverables that will influence design, engineering, sales, support, and marketing— to align on customer priorities and deliverables.
• Build a repeatable, scalable support model for the customer success function to ensure high satisfaction through the full solution lifecycle.
• Travel as needed (up to 20%).

Benefits

• Health, dental and vision insurance coverage, helping you “be safe, be healthy”
• Unlimited Paid Time Off
• A commitment to your future with a 401K plan, which currently offers a 6% company match and no vesting period
• Health Savings Accounts – Tax-advantaged savings account used for healthcare expenses
• Flexible Spending Accounts – Tax-advantaged spending accounts for healthcare and/or dependent daycare expenses
• Disability Insurance –Short-Term and Long-Term coverage, paid for by Allegion, provides income replacement for illness or injury
• Life Insurance – Term life coverage with the option to purchase supplemental coverage
• Tuition Reimbursement
• Voluntary Wellness Program – Simply complete wellness activities and earn up to $2,000 in rewards
• Employee Discounts through Perks at Work
• Community involvement and opportunities to give back so you can “serve others, not yourself”
• Opportunities to leverage your unique strengths through CliftonStrengths assessment & coaching

What This Job Offers

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