Customer Success Manager - Engineering Support

At NEC National Security Solutions (NSS), we are driven by a mission to make communities, critical infrastructure, and nations safer through innovative technology solutions. As part of the global NEC Corporation family, NSS delivers advanced capabilities in identity verification and biometrics, access control and physical security, scene processing and analytics, and border and transportation security. Headquartered in Arlington, we serve a diverse global customer base across government, public safety, law enforcement, transportation, and critical infrastructure sectors.

Responsibilities

• Shape and sustain positive customer relationships post-implementation.
• Ensure the seamless delivery of services, support, and overall system sustainability to our key Law Enforcement customers, driving satisfaction and loyalty.
• Act as the main point of contact for customers, taking ownership of the customer relationship lifecycle, addressing concerns, and proactively responding to their needs.
• Engage with customers on a personal level, understand their unique requirements, and advocate for their interests.
• Oversee service and support activities, ensuring timely delivery and responses to customer requests and issues.
• Collaborate closely with senior management to define and execute strategic roadmaps aligned with organizational goals, while delivering monthly reports and QBRs to customers.
• Actively participate in continuous improvement initiatives, monitoring and acting on KPIs such as SLA and lead system utilization measures.
• Work collaboratively with internal teams to refine processes to exceed customer expectations.
• Prioritize customer satisfaction and act as a bridge between customers and internal teams, contributing significantly to the overall success and longevity of the customer's system acceptance.
• Build and maintain strong, enduring customer relationships, ensuring the seamless delivery of services, and strategically contributing to the success of NEC biometrics products.
• Address customer issues and concerns promptly, working closely with the support team to resolve any problems.

Requirements

• Bachelor’s Degree in Computer Science or related discipline or equivalent.
• Minimum of eight years customer service experience, with at least three years in a lead or supervisory role required.
• Strong knowledge of Law Enforcement Biometrics operational features, functions, specifications, operations, and interfaces is a plus.
• Ability to read/write English; verbal communication is a must.
• Effective verbal and written communication skills.
• Must be a self-starter and able to recognize and resolve issues dependably and effectively.
• Excellent project leadership skills.
• Self-motivated with strong attention to detail.

Skills

• ServiceNow
• Jira
• Azure DevOps
• Linux
• Windows
• VMWare
• Network design and device management