Senior Customer Success Manager

With over 3,000 customers and nearly 40 years of experience, NICE helps all types of public safety and criminal justice agencies (from emergency communications and law enforcement to the Crown Prosecution Service, Defence, and the Courts), digitally transform how they manage digital evidence and data from beginning to end, to service the truth faster.

NICE’s Evidencentral platform features an ecosystem of integrated technologies that brings data together to give a single view of the truth, enabling public safety and justice agencies to do what they do, better – whether it’s responding to incidents, investigating and building cases, or prosecuting crimes. With comprehensive digital transformation solutions that can be deployed across entire countries, NICE helps everyone work better together, so justice flows more smoothly, from incident to court.

Learn more at https://www.nicepublicsafety.com

As a member of the Value Realisation Services team, you will be responsible for ensuring that customers fully realise the value of NICE’s cloud-based Evidencentral digital evidence management platform. You will achieve this by actively guiding them through business process transformation associated with the technology adoption process.  You will regularly monitor key metrics that demonstrate adoption and usage, whilst proactively identifying, prioritising and addressing any potential blockages that impact successful adoption and usage.

• 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.

• 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.
• 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.

Learn more about the Benefits at NICE

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

#LI-Remote

NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation, or any other category protected by law. 

Requisition ID: 6193
Reporting into: Manager, Cloud Operations UK

Role Type: Individual Contributor