Director Program Management and Customer Success

Summary
The Director of Program Management and Customer Success is a critical leadership role responsible for overseeing the successful delivery of AFIS projects and ensuring long-term customer satisfaction. This individual will lead a team of Program Managers and Customer Success Managers, driving project execution, managing client relationships, and ensuring the successful adoption and utilization of our AFIS solutions.

Responsibilities:
Project Leadership:

• Lead and manage all aspects of biometric program deliveries, including planning, execution, monitoring, and closure.
• Develop and maintain project plans, timelines, budgets, and resource allocation.
• Proactively identify and mitigate potential risks and issues.
• Ensure projects are delivered on time, within budget, and to the highest quality standards.
• Conduct regular project reviews and status updates with clients and internal stakeholders.

Customer Success:

• Build and maintain strong, long-term relationships with clients.
• Proactively identify and address customer needs and concerns.
• Ensure high levels of customer satisfaction throughout the project lifecycle and beyond.
• Develop and implement customer success strategies to maximize the value of our AFIS solutions.
• Conduct regular customer satisfaction surveys and gather feedback.
• Advocate for customer needs within the organization.

Team Leadership:

• Lead, mentor, and develop a high-performing team of Program Managers and Customer Success Managers.
• Set clear performance expectations, provide regular feedback, and conduct performance reviews.
• Foster a collaborative and supportive team environment.

Process Improvement:

• Continuously identify and implement process improvements to enhance project delivery and customer success.
• Develop and maintain best practices for project management and customer success within the organization.
• Stay abreast of industry trends and best practices in project management and customer success.

Customer Relationship Management:

• Build and maintain strong relationships with customers, acting as their primary point of contact for all inquiries and needs.

Performance Monitoring:

• Track customer satisfaction, usage metrics, and key performance indicators (KPIs) to identify areas for improvement.

Problem Resolution:

• Address customer issues and concerns promptly, working closely with the support team to resolve any problems.

Qualifications:
Program Management Experience:

• Proven track record in managing successful programs and projects.

Biometrics Expertise:

• At least 10 years of experience working with biometrics solutions, particularly AFIS systems, in a law enforcement context.

Customer-Centric Mindset:

• Strong interpersonal skills and a passion for delivering exceptional customer service.

Technical Proficiency:

• Understanding of biometrics technology, databases, and networking concepts.

Problem-Solving Skills:

• Ability to identify and resolve complex technical and operational issues.

Communication Skills:

• Excellent written and verbal communication skills, with the ability to effectively interact with customers at all levels.

Additional Skills (Preferred):

• Experience with cloud-based solutions and data analytics.
• Familiarity with industry standards and regulations related to biometrics.
• Knowledge of law enforcement operations and procedures.

Strong financial acumen is a prerequisite as the position has direct P&L responsibility. The ability to accurately forecast cost and revenue buildup, in tandem with customer satisfaction, are key objectives of the position.
Excellent presentation skills will aid the Senior Director in keeping clients and executive management informed of current and future activities. The successful candidate will be comfortable presenting to groups, including customer and internal executives.
This position requires the successful candidate to travel at least 30% of the time.

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.

Prerequisites:
Education:    Bachelor's degree in Computer Science or equivalent
Experience:    Requires 10+ years of Program Management experience in a Software or Cloud company, including at least 5 in a management/leadership position.  Must have experience with Lean/Agile and in leading teams.  Experience with Change Management is a big plus.
Certifications, Licenses, etc:    Certified PPM, Public cloud vendor certifications (Azure preferred), in topics such as Well Architected Framework, Secure Infrastructure, FaaS, Serverless, etc 

Specialized Knowledge and Skills:
Language Skills:    Demonstrated ability to effectively work with and support customers.  Excellent written and verbal communications skills
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:    Excellent in-depth working knowledge of public cloud (primarily Azure) architectures and systems
 

The anticipated salary range for this position is $140,000 to $182,000 with a target annual 25% bonus; depending upon the selected candidate’s relevant experience, the exact salary for the role may fall outside of this range. This role will also be eligible to participate in the Company’s bonus/incentive program(s). NEC offers an extensive benefits program and the role will also include, a Health Insurance package with options that include multiple Medical and Dental coverage options, Pharmacy Insurance, Vision Insurance, Life and Accidental Death and Dismemberment Insurance, Salary Continuation and Voluntary Long-Term Disability Coverage, an Employee Assistance Program (EAP), Adoption Assistance Program, 401(k) with a 50% match up to 6% of employee contribution, 15 PTO days, 10 paid sick days, 11 paid public holidays, Continuing Education and Tuition Reimbursement, 2 paid Community Service Days, a Travel Assistance Program, Pre-Paid Legal plans.

ABOUT NEC CORPORATION OF AMERICA

Headquartered in Irving, Texas, NEC Corporation of America (NEC) is a leading technology integrator providing solutions that improve the way people work and communicate. NEC creates the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

With a global team of 100,000, and 64,000+ technology patents, we deliver one of the industry’s strongest and most innovative portfolios of communications, analytics, security, biometrics, and technology solutions that unleash customers’ productivity potential. Through these solutions, NEC combines its best-in-class solutions and technology to solve today’s most complex business problems. NEC Corporation of America is a wholly owned subsidiary of NEC Corporation, a global technology leader with a presence in 140 countries and $27 billion in revenues. Backed by 123 years of innovation and experience, NEC knows what it takes to change and stay ahead of technology's continuous evolution. It is our capability to leverage decades of award-winning technologies and research that has enabled NEC to remain an Information and Communications Technology (ICT) leader and through problem resolution, bring new value to people, organizations, and society.

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.