Serve as the primary customer contact and advocate for the post-implementation customer journey for identified accounts
Build and execute an account specific relationship framework (executive sponsor, technical and operational leadership)
Runs regular, proactive meetings and other communications with each client
Accountable for driving customer adoption, roll out and consumption by educating customers
Connect the customers Business Benefits Realisation to the vision they embraced when NICE solutions were selected
Identify blockers for adoption, roll out and consumption and find solutions by collaborating with clients
Leverage internal subject matter experts
Syncs and collaborates with other Value Realization Services Managers to share and leverage insights across all customer accounts
Actively farm existing account base to identify upsell and cross-sell opportunities
Manage the planning and delivery of Day 2 moves-adds-change projects with the customer

5+ years’ experience in the policing or criminal justice sector within an IT environment, with proven knowledge of public safety information systems
Operational Business Process Re-engineering or Business Analysis experience is essential
Proven track record of successfully building and nurturing relationships.
Excellent organisational and multi-tasking skills, ability to remain calm under pressure and ‘think on one’s feet’, whilst managing multiple initiatives simultaneously
Comfortable dealing with complex customer relationships, decision making processes and competing agendas
Superior critical thinking, decision making and problem-solving skills
Exceptional interpersonal, listening, writing and verbal communication skills
Exceptional presentation skills and ability to create organised and thoughtful presentations
End-user application training experience is desirable
Ability and desire to learn about technology solutions and be able to teach and inspire others on how to use the solution and get value from the solutions
Work with minimal guidance and be comfortable working as part of a distributed team
Be able to travel nationally with a few days’ notice
Degree in Information Technology, Computer Engineering or related field. However, suitable and demonstrable professional workplace experience will be equally considered.

Join an ever-growing, market-disrupting, global company
Work in a fast-paced, collaborative, and creative environment
Endless internal career opportunities across multiple roles, disciplines, domains, and locations
Flexible working hours

Senior Customer Success Manager

Key skills