Customer Success Manager

Summary

Join NICE's Value Realisation Services team as a key member responsible for ensuring customers maximize the value of the Evidencentral platform. You will guide clients through business process transformation, monitor key metrics, and proactively address adoption challenges. This role involves building strong customer relationships, driving adoption and consumption of Evidencentral features, identifying upsell opportunities, and collaborating with internal teams. Success requires proven experience in the policing or criminal justice sector, strong relationship-building skills, and exceptional communication abilities. NICE offers a hybrid work model (NICE-FLEX) with opportunities for professional growth within a global, market-leading company.

Requirements

• 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, written and verbal communication skills are a must
• Exceptional presentation skills and ability to create organised and thoughtful presentations
• 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
• NOTE – Successful candidates will need to be security checked to UK police level NPPV3 and National SC vetting standards. This requires that candidates have been resident in the UK for the previous 3 years

Responsibilities

• 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), inclusive of regularly scheduled status calls, quarterly business reviews, consumption reviews, roadmap reviews, and other communications as required
• Runs regular, proactive meetings and other communications with each client. Keeps meticulous records, and is accountable for internal and external follow-through (leveraging resources and associated teams at NICE)
• Accountable for driving customer adoption, roll out and consumption by educating customers on how to internally promote the use of Evidencentral features, identifying and prioritising critical use cases and applying critical features, driving expansion, and monitoring consumption usage
• Connect the customers Business Benefits Realisation to the vision they embraced when NICE solutions were selected
• Drives customer adoption and consumption by educating customer on how to internally promote the use of Evidencentral, identifying and prioritizing critical use cases and applying critical features, driving expansion, then monitoring consumption usage
• Identify blockers for adoption, roll out and consumption and find solutions by collaborating with clients and cross-functional Public Safety and Justice teams
• Leverage internal subject matter experts to help customers optimise their investment, ensure program objectives are being met and measure the value of the solution to their organisations
• 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
• Provide valuable account information and insight to sales team to fuel the sales engine, to help refine go-to-market approach, and thus influence both new sales and upsales
• Manage the planning and delivery of Day 2 moves-adds-change projects with the customer

Preferred Qualifications

• 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
• Candidates with existing vetting status are desirable

Benefits

NICE-FLEX hybrid model: 2 days working from the office and 3 days of remote work, each week