Location: Austin, Texas
Job ID: 51699
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.
As our Customer Success Adoption Manager, you'll support HID's success by: - 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.
Your Experience and Background include: - 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.
- 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: You'll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don't need to check all the boxes. If you have most of the skills and experience, we want you to apply.
- Innovation: You embrace challenges and want to drive change. You'll 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.
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.
#LI-HIDGlobal
