Sr Mgr- Customer Success & Engineering Support

Sr. Manager - Customer Success & Engineering Support (Hybrid - California)

Must be a US Citizen or current Green Card Holder.  No sponsorship available now or in the future. NO OPT or EAD.

NEC DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE.

Summary:
Manages the customer service 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. Works under general direction.

Essential Duties and Responsibilities:
In the role of a Sr. Manager - Customer Success & Engineering Support for NEC biometrics products implemented in Law Enforcement agencies, you play a pivotal role in shaping and sustaining positive customer relationships post-implementation. Your primary objective is to 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, you take ownership of the customer relationship lifecycle, addressing concerns, and proactively responding to their needs. While deep technical skills are not the primary focus, your ability to engage with customers on a personal level, understand their unique requirements, and advocate for their interests is crucial.

Your responsibilities extend to overseeing service and support activities, ensuring timely delivery and responses to customer requests and issues. As the owner of account activities, you collaborate closely with senior management to define and execute strategic roadmaps aligned with organizational goals, while also delivering monthly reports and QBRs to your customers.
 

Beyond the day-to-day operations, you also 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. By prioritizing customer satisfaction and acting as a bridge between customers and internal teams, you contribute significantly to the overall success and longevity of the customer's system acceptance.
 

Your role as a Sr. Manager - Customer Success & Engineering Support is about building and maintaining strong, enduring customer relationships, ensuring the seamless delivery of services, and strategically contributing to the success of NEC biometrics products.

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 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 opeational features, functions, specifications, operations, interfaces, etc is a plus.

Specialized Knowledge and Skills:

• Language Skills:    Ability to read/write English, verbal communication a must. Effective verbal and written communication skills required
• Reasoning Skills:    Detail oriented.
• Computer and/or Technical Skills:    ServiceNow, Jira, Azure DevOps, Linux, Windows, VMWare, Network design and device management

The anticipated salary range for this position is $145,000 to $165,000 with a target annual 20% 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.