Customer Success Adoption Manager

ASSA ABLOY Opening Solutions

. Own the customer experience and operational success of HID's EDI, Webshop, and Customer Command Center tools .

Posted 10/5/2026full-timeAustin • Texas • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success and operational performance for digital tools, with a strong focus on EDI, onboarding, and user enablement. Proficient in analyzing customer data to drive adoption and improve operational workflows.

Highest-signal resume keywords

Customer Success ManagementEDI Transaction FlowsOperational Performance AnalysisUser Acceptance TestingCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer AdoptionOrder ManagementB2B IntegrationRoot-Cause AnalysisChange ManagementData AnalysisIncident ManagementTechnical Account ManagementDigital Customer PlatformsSupply Chain Operations

Soft Skills

Clear CommunicationDocumentation SkillsFacilitation SkillsPrioritization SkillsFollow-Through Skills

Tools & Technologies

ERP SystemsCRM SystemsTicketing SystemsE-Commerce PlatformsCustomer PortalsAnalytics ToolsOrder-Management SystemsIntegration PlatformsAPIsManaged File Transfer

Industry Keywords

Digital ToolsCustomer ExperienceOnboardingIncident EscalationHealth ReportingSupply ChainANSI X12 TransactionsVANAS2SFTP

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Own the customer experience and operational success of HID's EDI, Webshop, and Customer Command Center tools
Lead customer onboarding, training, go-live readiness, stabilization, and adoption for assigned digital tools and trading partners
Serve as the customer-facing owner for incidents and escalations
Coordinate communications, business-impact assessments, and resolution follow-through
Monitor adoption, access, transaction quality, order holds, processing delays, and recurring customer friction
Identify risks before they escalate
Partner with technical teams to resolve data, configuration, mapping, integration, portal, and downstream order-processing issues
Lead root-cause reviews and corrective actions for recurring issues
Coordinate user acceptance testing and business readiness for releases, ERP changes, portal enhancements, and new transaction types
Create and maintain customer-facing and internal enablement materials
Drive adoption of digital and self-service workflows
Conduct recurring customer and internal business reviews
Translate usage, performance, and feedback into improvement actions
Maintain customer profiles, trading-partner requirements, access details, escalation paths, test evidence, and change history
Build health reporting and partner across Sales, NAM PACS Customer Operations, Order Management, Supply Chain, Product, and Technology

Requirements

What you’ll need

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 ability to use customer, adoption, transaction, and operational data to identify trends and measure results
Clear communication, documentation, facilitation, prioritization, and follow-through skills
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
Must be currently and legally authorized to reside and work in the hiring country
Immigration sponsorship is not available

Benefits

Comp & perks

Competitive salary and rewards package
Competitive benefits and annual leave offering, allowing for work-life balance
Flexible work environment
Extensive career development opportunities and resources
Regular feedback, training, and development opportunities
Inclusive culture and workplace
Opportunity to work as part of a global team
International career growth opportunities