Customer Success Adoption Manager

An Amazing Career Opportunity foraCustomer Success Adoption Manager!!

Location: Austin Texas

Job ID: 51699

The Customer Success Adoption Manager owns customer adoption and operational performance for HIDs 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.

Who are we

HID powers the trusted identities of the worlds 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 4500 worldwide employees. Check us out here: and Access Control Solutions (PACS):

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 its your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions.

Are you ready to make a difference Join us and help shape the future of security.

As our Customer Success Adoption Manager youll support HIDs successby:

• Owning the customer experience and operational success of HIDs 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.

YourExperienceand Background include:

• Bachelors 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.
• 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.

What we can offer you:

• 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

Why apply

• Empowerment: Youll work as part of a global team in a flexible workenvironment learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents skills and experiences. You dont need to check all the you have most of the skills and experience we want you to apply.
• Innovation: You embrace challenges and want to drive change. Youll have opportunities to share insights and contribute forward-thinking ideas that shape future outcomes.
• Integrity: You are results-orientated reliable and straightforward and value being treated accordingly. We want all our employees to be themselves to feel appreciated and accepted.

HID does not accept unsolicited resumes from headhunters recruitment agencies or fee-based recruitment services. We are not responsible for any fees related to unsolicited resumes.

HID is committed to building a diverse equitable and inclusive workforce that reflects the global communities we serve. As an equal opportunity employer we consider all qualified applicants without regard to race color religion sex gender identity or expression sexual orientation national origin disability age veteran status or any other legally protected characteristic. Our goal is to create a workplace that empowers everyone to thrive and be their authentic selves fostering an environment of mutual respect and inclusivity.

HID may use AI-assisted technology to support our Talent Acquisition team in reviewing applications by identifying job-related qualifications skills and experience. AI is used as a support tool only and does not make hiring decisions. All applications are reviewed by a member of our Talent Acquisition team before any selection decision is made.

If you require assistance or accommodation during the application process or have questions about HIDs use of AI in the recruitment process please contact .

Immigration Sponsorship Not Available

• Applicants for this position must be currently and legally authorized to reside and work in the hiring country.
• HID Global will not offer immigration sponsorship or assume sponsorship of an employment visa for this position.
• International relocation or remote work arrangements outside of the hiring country will not be considered.

We make it easier for people to get where they want to go!
On an average day think of how many times you tap twist tag push or swipe to get access find information connect with others or track something. HID technology is behind billions of interactions in more than 100 countries. We help you create a verified trusted identity that can get you where you need to go without having to think about it.

When you join our HID team youll also be part of the ASSA ABLOY Group the global leader in access solutions. Youll have 63000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions supporting them with regular feedback training and development opportunities. Our colleagues think broadly about where they can make the most impact and we encourage them to grow their role locally regionally or even internationally. As we welcome new people on board its important to us to have diverse inclusive teams and we value different perspectives and experiences.

#LI-HIDGlobal

Required Experience:

Manager