Customer Success Representative

Customer Advocate — Physical Access Control Solutions

Location: Galway, Ireland | Job ID: 50148

About the Role

HID Global is looking for a motivated and customer-focused Customer Advocate to join our growing Customer Success team in Galway, Ireland. This is an exciting opportunity for someone who thrives in a fast-paced environment and takes genuine pride in delivering exceptional customer experiences at every stage of the ordering journey.

In this role, you will be the primary point of contact for customers across your assigned region, building and maintaining strong relationships while collaborating closely with Regional Sales Managers, Inside Sales teams, and the Order Management team. Your work will directly contribute to customer satisfaction, retention, and the continued success of HID's Physical Access Control Solutions (PACS) business.

This is more than a customer service role — it's your chance to become a product expert, a trusted partner to your customers, and a key contributor within a globally recognised organisation that is shaping the future of secure access.

About HID Global

HID powers the trusted identities of the world's people, places, and things — enabling individuals to transact safely, work productively, and travel freely. Headquartered in Austin, TX, HID is a high-tech software and hardware company with over 4,500 employees worldwide, operating in more than 100 countries.

HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control technology. From cutting-edge readers, credentials, and controllers to mobile and biometric solutions, HID PACS empowers organisations worldwide to protect their people, property, and assets with scalable, high-quality systems.

When you join HID, you also become part of the ASSA ABLOY Group, the global leader in access solutions, with over 63,000 colleagues across more than 70 countries.

Responsibilities

As a Customer Advocate, you will play a central role in supporting HID's customer success objectives. Your key responsibilities will include:

• Building and maintaining excellent relationships with both internal and external customers across your assigned region
• Ensuring customer information is accurately maintained within the CRM system (Salesforce.com)
• Ensuring eBS Oracle is configured with accurate defaults for your dedicated customer accounts
• Developing strong product knowledge across HID PACS solutions, attending training sessions as required
• Managing customer queries via phone and email through Salesforce.com case management, escalating persistent issues to the Customer Success Manager, Senior Advocate, Sales Manager, or Pre-Sales team as appropriate
• Resolving pre-booking holds with customers and internal stakeholders — identifying and addressing issues that prevent the booking of orders in a timely manner
• Coordinating proactively with other departments to expedite and resolve customer orders, concerns, and outstanding issues
• Proactively contacting customers to communicate order-related changes, as advised by Production Control and/or the Order Fulfilment Manager
• Logging all customer communications accurately and consistently within Salesforce.com
• Learning and navigating complex internal systems and processes to effectively support customers and colleagues alike

Requirements

To succeed in this role, you will bring a combination of customer-first thinking, strong communication skills, and a proactive, detail-oriented approach. We are looking for candidates who demonstrate:

• A genuine passion for customer satisfaction, making it their highest priority in all interactions
• The ability to work independently with limited supervision, while exercising sound judgement about when to escalate to management
• Strong multitasking capabilities — able to manage multiple priorities simultaneously while consistently maintaining a high standard of quality and accuracy
• A collaborative team mindset, with a willingness to resolve customer issues by working across departments and functions
• Excellent communication skills, both verbal and written, with the ability to engage professionally with customers by phone and email
• High attention to detail and a diligent approach to follow-up and task completion
• The ability to learn and adapt to complex systems and processes quickly
• A proactive, solutions-focused attitude with a commitment to meeting team and department goals and SLAs

What We Offer

HID Global is committed to supporting its people with a rewarding and well-rounded employment experience, including:

• Competitive salary and rewards package
• Attractive benefits and annual leave allowance, supporting a healthy work-life balance
• A vibrant, welcoming, and inclusive workplace culture
• Extensive career development opportunities and resources to help you