Customer Success Lead, Overtur Services - Remote Eligible

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, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Customer Success Lead, Overtur Services – (Remote) US

Allegion is looking for a Customer Success Lead, Overtur Services to work as part of a highly engaged small team within a global organization of 12,000+ employees, representing 30+ brands (including Schlage, Von Duprin and LCN) focused on safety, security and access management. You'll work on solutions that will enable seamless access and help keep you and your loved ones safe and secure where they work, live and thrive.

What You Will Do:

As the primary voice of Overtur customers, you will drive adoption, retention, and expansion by building repeatable processes and partnering across the business. Key responsibilities include:

• Own onboarding strategy, execution and KPIs for Overtur Services focused across the Operation phases; maintain advisory groups and influential customer lists. This includes Overtur Key System Management and Overtur OnSite Mobile application.
• Capture, validate, and prioritize voice of customer feedback for Product Management, closing the loop with customers on feedback and requests.
• Define and manage release readiness from the customer perspective, including beta programs, and customer communications.
• Design and run adoption programs (webinars, migrations, enablement for channels and partners) and collaborate with Sales on revenue expansions
• Advise the Learning Experience Designer on customer personas, learning needs, and content priorities.
• Identify process and tooling gaps; implement scalable customer success tools and practices to maximize retention and operational efficiency.
• Ensure close collaboration with product management to align on customer priorities and deliverables that will influence design, engineering, sales, support, and marketing— to align on customer priorities and deliverables.
• Build a repeatable, scalable support model for the customer success function to ensure high satisfaction through the full solution lifecycle.
• Travel as needed (up to 20%).

What You Need to Succeed:

• Bachelor's degree in a technical, business, or related field, or equivalent experience.
• Minimum of 10 years of experience in a role directly engaging with customers, preferably in a software or service environment.
• Demonstrated ability to analyze data, synthesize insights, and present findings in a clear and compelling manner.
• Strong verbal and written communication skills; able to present to technical and nontechnical audiences.
• Demonstrated ability to influence cross functional stakeholders and to drive initiatives to completion.
• Bias for action and a pragmatic, customer centric approach to problem solving.
• Passion for continuous improvement and process innovation
• Preferred experience:
• Familiarity with door hardware, including electric and mechanical locking devices.
• Basic understanding of software development processes.
• Experience communicating with Institutional and Operations/Facilities audiences.
• Technical literacy or code development experience is a plus.

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'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! You want to work for an award-winning company that invests in its people. Allegion is proud to be a recipient of the Gallup Exceptional Workplace Award for the second year in a row, recognizing our commitment to employee engagement, strengths-based development, and unlocking human potential

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: $102,850-$154,000. The actual compensation will be determined based on experience and other factors permitted by law. Bonus Eligible: Yes Apply Today! Join our team of experts today and help us make tomorrow's world a safer place! 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.

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.

© Allegion plc, 2023 | Block D, Iveagh Court, Harcourt Road, Dublin 2, Co. Dublin, Ireland

REGISTERED IN IRELAND WITH LIMITED LIABILITY REGISTERED NUMBER 527370