Note: The job is a remote job and is open to candidates in USA. NEC National Security Systems is dedicated to enhancing safety through innovative technology solutions. The Customer Success Manager - Engineering Support will manage customer engineering support for biometrics identification systems, ensuring customer satisfaction and service delivery while collaborating with internal teams to resolve issues.
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
- As the main point of contact for customers, takes 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. As the owner of account activities, collaborate closely with senior management to define and execute strategic roadmaps aligned with organizational goals, while also delivering monthly reports and QBRs to customers
- Actively participate in continuous improvement initiatives, while monitoring and acting on KPIs such as SLA and lead system utilization measures, working collaboratively with internal teams to refine processes to exceed customer expectations. Prioritize customer satisfaction and act as a bridge between customers and internal teams, contribute 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
- Problem Resolution: Address customer issues and concerns promptly, working closely with the support team to resolve any problems
Skills
- 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
- Ability to read/write English, verbal communication a must
- Effective verbal and written communication skills required
- Must be a self-starter and able to recognize and resolve issues dependably and effectively
- Excellent project leadership skills
- Must be self-motivated with strong attention to details
- ServiceNow, Jira, Azure DevOps, Linux, Windows, VMWare, Network design and device management
- A strong knowledge of Law Enforcement Biometrics operational features, functions, specifications, operations, interfaces, etc is a plus
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