Customer Success Manager - Engineering Support

Company Description

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. Our solutions help organizations enhance security, improve operational effectiveness, and address some of the world's most complex identity and security challenges.

Joining NSS means becoming part of a team that combines cutting-edge technology, meaningful mission impact, and a commitment to innovation, collaboration, and excellence. Every day, our employees contribute to solutions that help protect people, secure borders, strengthen public safety, and build a more secure future.

Job Description

Manages the customer engineering support of biometrics identification system used by Law Enforcement agency. Meets with customer management to answer questions, resolve problems. Analyzes/reviews month-end reports to ensure adherence to SLA. Interfaces with Sales/Engineering/Product team to obtain information/resolve problems as needed.

Essential Duties & 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.

This list is intended only as a guide and summary of the typical functions of the position. It is not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties to which the employee may be assigned. An employee’s supervisor may ask the employee to perform additional duties or take on additional responsibilities without notice. This list is neither complete nor permanent and may be amended at any time in the Company’s sole discretion.

Qualifications

• Education: Bachelor’s Degree in Computer Science or related discipline or equivalent.
• Experience: Minimum of eight years customer service experience, with at least three years in a lead or supervisory role required. A strong knowledge of Law Enforcement Biometrics operational features, functions, specifications, operations, interfaces, etc is a plus.
• Language Skills: Ability to read/write English, verbal communication a must. Effective verbal and written communication skills required
• Reasoning Skills: 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.
• Technical Skills: ServiceNow, Jira, Azure DevOps, Linux, Windows, VMWare, Network design and device management

Additional Information

NEC Corporation of America and its subsidiaries is committed to the maximum utilization of all human resources and the goal of Equal Employment Opportunity/Affirmative Action. We provide equal opportunities to all employees and applicants for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, marital status, disability, genetic characteristics, height, weight, arrest record pertaining to misdemeanors or status as a Vietnam era or special disabled veteran, or any other class protected by applicable federal, state, or local laws.

EOE-Minorities/Females/Protected Veterans/Individuals with Disabilities.

All your information will be kept confidential according to EEO guidelines.