Customer Success Lead

Creating Peace of Mind by Pioneering Safety and Security

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, 11,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond.

Customer Success Lead-Carmel, IN-US Remote

Are you passionate about world class support? Ready to join a fast-paced team committed to creating an amazing experience for our customers? We're seeking a highly motivated individual with a passion for technology and customer support. This dynamic and versatile team player will have the ability to work with and influence the team, and the broader organization. At the same time, roll up their sleeves, when needed, to get things done.

The Customer Success Lead, Allegion Multi-Family Access, is responsible for exceeding customer expectations and managing the post installation journey, including: installation hand off, post installation support, customer care and channel partner engagement. Specifically, this would include creating and improving a repeatable process to ensure a consistent customer experience for the lifecycle of the solution and maximizing customer retention. Strong coordination and collaboration with our project installation manager, commercial product support manager, solution product manager and channel teams will be required to ensure a successful customer experience.

What You Will Do:

This role will include a wide range of duties to ensure the successful delivery of the Allegion Multi-Family Access solution to our Multi-Family customers.

• Evaluation and mapping of all elements of support for the Multi-Family Access business
• Creates a long-term support foundation and metrics for success
• Identifies gaps and applies long term customer support tools to drive internal processes and maximize customer retention.
• Tight coordination and collaboration with the Allegion's internal team leads including: project installation manager, commercial product support manager, solution product manager and channel leaders
• Works directly with the multifamily property, integrator, and internal teams, when needed, to drive issues to closure, and/or escalates issues to Allegion internal teams for resolution
• Creates a repeatable, scalable support process for customer success to ensure customer satisfaction and retention
• Fosters a continual improvement process to streamline the success process for both our multifamily property and integration partners
• Ensures a high level of customer service is provided to all Multi-Family Access customers through the solution lifecycle
• Ability to travel up to 30%

What You Need to Succeed:

• Bachelor's degree in a technical, business, or equivalent field
• 3-5 years of related work experience
• Software customer success experience
• Strong customer focus
• Excellent verbal and written communication skills
• Demonstrated experience influencing others with a bias for action
• Highly passionate for innovating technologies and processes
• Accurate, detail-oriented

Preferred Qualifications & Experience

• Experience and knowledge of door hardware, electric and mechanical locking devices and building codes pertaining to access control systems
• Basic knowledge of IP, Ethernet and networking protocols, Cat5 technologies
• Code development / ability to write stories

Why Work for Us?

Allegion is a Great Place to Grow your Career if:

• You're seeking a rewarding opportunity that allows you to truly help others. With thousands of employees and customers around the world, there's plenty of room to make an impact. As our values state, "this is your business, run with it".
• You value personal well-being and balance, because we do too!
• You're looking for a company that will invest in your professional development. As we grow, we want you to grow with us.
• You want a culture that promotes work-life balance. Our employees enjoy generous paid time off, because at Allegion we recognize that you have a full life outside of work!

What You'll Get from Us:

• 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

Compensation: This range is provided by Allegion. Your actual pay will be based on your skills and experience.

• The expected Base Salary Range: $67,800 to $126,000 The actual compensation will be determined based on experience and other factors permitted by law.
• Bonus Eligible Yes

Apply Today!

As a company that's constantly seeking and discovering new frontiers, we're looking for pioneers. Join us!

Not sure if your experience perfectly aligns with the role? Studies have shown that some people are less likely to apply to jobs unless they meet every single qualification and every single preferred qualification of a job posting. At Allegion, we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your past experience doesn't align perfectly with every item in the job description, we encourage you to apply anyway. You may be just the right candidate for this role.

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We Celebrate Who We Are!

Allegion is committed to building and maintaining a diverse and inclusive workplace. Together, we embrace all differences and similarities among colleagues, as well as the differences and similarities within the relationships that we foster with customers, suppliers and the communities where we live and work. Whatever your background, experience, race, color, national origin, religion, age, gender, gender identity, disability status, sexual orientation, protected veteran status, or any other characteristic protected by law, we will make sure that you have every opportunity to impress us in your application and the opportunity to give your best at work, not because we're required to, but because it's the right thing to do. We are also committed to providing accommodations for persons with disabilities. If for any reason you cannot apply through our career site and require an accommodation or assistance, please contact our Talent Acquisition Team.

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