Director, Customer Engagement NAM

An Amazing Career Opportunity for a Director, Customer Engagement NAM!! 

Location: Palm Beach Gardens, FL or Austin, TX (hybrid)

Job ID: 24487

As the Director of Customer Engagement for North America, your primary responsibility will be to develop and execute strategies to enhance customer satisfaction, loyalty, and retention within the public biometrics sector. You will lead a team dedicated to building strong relationships with customers and ensuring their needs are met throughout their entire journey with the company, from pre-sales and requirements gathering to implementation and post-sales support. By leveraging data, feedback, and customer insights, you will drive improvements to enhance the overall customer experience, thereby maximizing customer engagement and advocacy in the North American public bio market.

If this sounds intriguing, we want to hear from you!

Who are we? 

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 4,000 worldwide employees. Check us out here: www.hidglobal.com and https://youtu.be/23km5H4K9Eo 

Joining Extended Access Technologies (EAT):

Driven by years of innovation, the EAT business unit, within HID Global, offers a broad range of biometric technologies that benefit any transaction requiring irrefutable proof of identity — such as access control, customer onboarding, fraud prevention, loss prevention, time and attendance, forensic investigation, background checks, border security and government benefit issuance.

We provide peace of mind to a great array of organizations and industries who know that they are getting the highest level of safety and security through trusted identity.

As our Director, Customer Engagement NAM you’ll support HID’s success by: 

• Developing a comprehensive customer engagement strategy aligned with the Biometric BU's vision and goals, specifically tailored for the North American public market.
• Collaborating with cross-functional teams (marketing, sales, product management, solution) to integrate customer engagement efforts throughout the organization in the North American region.
• Leading and mentoring the customer engagement team in North America, providing guidance and support to achieve performance goals.
• Setting clear objectives and key performance indicators (KPIs) for the North American team and monitoring their progress regularly, with a focus on biometric customer engagement.
• Fostering a customer-centric culture in the North American market that values feedback, continuous improvement, and innovation.
• Performing Analysis and Assessment on customer problems and requirements, with a specific emphasis on biometrics.
• Designing, in collaboration with the Solution Enablement Team, tailored solutions that align with the specific needs and goals of North American clients/users, particularly in the field of public biometrics.
• Implementing and deploying biometric solutions for North American customers.
• Occasionally designing and integrating specific customized biometric solutions for North American clients.
• Implementing processes to capture customer feedback in North America, including surveys, reviews, and direct interactions, with a strong focus on biometric solutions.
• Analyzing customer data and insights in North America to identify trends, pain points, and opportunities for improvement.
• Utilizing customer feedback to guide biometric product development, marketing strategies, and overall business decisions in North America.
• Identifying touchpoints along the customer journey in North America and ensuring consistent, positive experiences at each stage.
• Collaborating with relevant departments to improve biometric products, services, and processes based on customer feedback in the North American market.
• Implementing strategies to address customer complaints and issues related to biometric solutions promptly and effectively.
• Developing initiatives to increase customer loyalty, encourage repeat business, and drive customer advocacy, especially in the field of biometrics.
• Establishing and managing customer referral and loyalty programs in North America to incentivize and reward loyal customers, particularly those utilizing biometric solutions.
• Coordinating the creation of personalized content and resources that add value to the customer experience in North America, with a focus on biometrics.
• Leveraging various communication platforms, including social media, email, and community forums, to engage with customers in North America, particularly those interested in biometrics.
• Establishing metrics to measure the effectiveness of customer engagement initiatives in the North American market, with a specific emphasis on biometrics.
• Preparing regular reports on customer engagement performance in North America, highlighting successes and areas for improvement within the biometrics sector.

What we will love about your background: 

• Minimum 10 years’ experience in a similar role in a biometric company. Excellent Requirements Analysis, Software Requirements gathering.
• Strong understanding of customer experience management and customer relationship-building strategies, particularly within the North American public biometrics sector.
• Analytical mindset with the ability to interpret data and derive actionable insights relevant to biometric customer engagement.
• Excellent communication and interpersonal skills to interact with customers and internal teams effectively.
• Innovative and customer-centric approach to problem-solving and decision-making, especially in the context of biometrics.
• Familiarity with customer engagement tools, CRM software, and analytics platforms, with an emphasis on biometric applications.
• Ability to thrive in a fast-paced, dynamic environment with changing priorities, while keeping biometrics at the forefront.
• Able to organize and manage projects and numerous tasks and initiatives simultaneously.
• Ability to work independently and capable of self-taught new concepts.

Your Experience and Education include:             

• Bachelor's degree in Computer Science, Engineering, Biometrics, or a related field. A Master's degree or relevant certifications are advantageous. (Marketing, Business Administration, or a related field)
• Proven experience (typically 10 years) in customer engagement, customer success, or related roles, with a significant portion of that experience centered on biometrics.
• Previous experience managing and leading a team of customer-focused professionals, especially in the North American biometrics market.
• Candidates with equivalent education plus relevant job experience may also be considered
• Exceptional communication skills, both written and verbal, with a focus on biometrics.
• Willingness to ‘roll up sleeves’ and dive deep into tactical work when necessary, particularly in the context of biometrics.
• Good interpersonal skills, willingness to learn and continue to grow professionally, with an emphasis on biometric expertise.
• Strong team player and ability to work well with others, especially in the North American biometrics field.
• You proactively seek to implement diversity into your work, including valuing different backgrounds, experiences, and thinking. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging, particularly within the biometric domain.

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. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• 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.

This opportunity may be open to flexible working arrangements.

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

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, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 52,000 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, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal #LI-hybrid