Address
Form of workLocation: Preferably Austin or Dallas, TX area but can be located anywhere in US. This role will cover accounts in Texas so will require travel with that region. - Hybrid
Sr. Customer Service and Success Manager - Biometrics
Must be authorized to work in the US without Visa sponsorship or transfer.
Manages the Customer Service of biometrics identification system used by Law Enforcement and State agency. You will also manage a team of 6-8 on-site Field Support Engineers. 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.
Provides management, oversight, and leadership of major Law Enforcement clients supported by our On-prem and Cloud (Azure) Support and Delivery Biometrics Customer Service and Support Engineering team.
Essential Duties and Responsibilitie:
You will 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 and State 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, you need a good IT understanding and the ability to engage with customers on a professional and personal level, understand their unique IT requirements, and advocate for their interests is crucial.
Your responsibilities extend to overseeing IT Service and support activities, ensuring timely delivery and responses to customer requests and issues. As the owner of specific client accounts activities, you collaborate closely with customer and NEC 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 Service and Success 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.
You will own the customer relationship and overall success from implementation through ongoing maintenance of IT biometric systems, ensuring customer satisfaction, and reporting. Alignment with PMO and Sales for the successful delivery of upgrades and upselling of futures. Management, leadership, and prioritizing of team resources for best-in-class customer support.
This role requires a Bachelor's degree or higher in a technical or business field, and / or relevant experience.
Similar to a Customer Account Manager at a technical level, you will oversee the customer relationship - post implementation and service delivery of NEC biometrics products at a key Law Enforcement and State customer sites to meet organizational goals, and cost objectives. You will provide customer facing activities and maintenance pricing for the Service and Support group.
You would be responsible for activities including Orders, Revenue and Gross Margin. In this role, you would work closely with senior management to define and execute strategic Service & Support roadmaps for the extensive biometrics product portfolio.
Responsible for overall customer satisfaction for life of the system following acceptance. Act as a customer technical advocate ensuring timely responses to customer requests, issues, and concerns as it relates to maintenance, project activities, and inside sales. Must own all issues and see through to resolution. Responsible for all Customer Support Center Infrastructure and Services including Support Teams and Support platforms. As part of Services and Support, this position is also responsible for Data Center Infrastructure and Cloud Hosting Services. Ensures that monthly and quarterly revenue and associated GP hosted system targets are met.
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. Must have strong knowledge of Law Enforcement Biometrics opeational features, functions, specifications, operations, interfaces, etc.
Travel: Periodic travel to customer sites within TX, possibility of expanding to other regions within US in the future.
The anticipated salary range for this position is $105,000 to $130,000 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 and half day Fridays.
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.
Specialization Description
General Customer Service includes post-sale technical and/or non-technical Customer Service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing Customer Service and support via phone, online chat, or text including:
Level Description
Typically leads a team of experienced or senior professionals who exercise latitude and independence in assignments. Level often assigned to manager of Supervisors. Implements policy and strategy for short-term results (1 year of less), whilst influencing others outside of own job area on policies, practices and procedures. Problems are difficult to moderately complex.
Sr. Customer Service and Success Manager - Biometrics
Must be authorized to work in the US without Visa sponsorship or transfer.
Manages the Customer Service of biometrics identification system used by Law Enforcement and State agency. You will also manage a team of 6-8 on-site Field Support Engineers. 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.
Provides management, oversight, and leadership of major Law Enforcement clients supported by our On-prem and Cloud (Azure) Support and Delivery Biometrics Customer Service and Support Engineering team.
Essential Duties and Responsibilitie:
You will 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 and State 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, you need a good IT understanding and the ability to engage with customers on a professional and personal level, understand their unique IT requirements, and advocate for their interests is crucial.
Your responsibilities extend to overseeing IT Service and support activities, ensuring timely delivery and responses to customer requests and issues. As the owner of specific client accounts activities, you collaborate closely with customer and NEC 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 Service and Success 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.
You will own the customer relationship and overall success from implementation through ongoing maintenance of IT biometric systems, ensuring customer satisfaction, and reporting. Alignment with PMO and Sales for the successful delivery of upgrades and upselling of futures. Management, leadership, and prioritizing of team resources for best-in-class customer support.
This role requires a Bachelor's degree or higher in a technical or business field, and / or relevant experience.
Similar to a Customer Account Manager at a technical level, you will oversee the customer relationship - post implementation and service delivery of NEC biometrics products at a key Law Enforcement and State customer sites to meet organizational goals, and cost objectives. You will provide customer facing activities and maintenance pricing for the Service and Support group.
You would be responsible for activities including Orders, Revenue and Gross Margin. In this role, you would work closely with senior management to define and execute strategic Service & Support roadmaps for the extensive biometrics product portfolio.
Responsible for overall customer satisfaction for life of the system following acceptance. Act as a customer technical advocate ensuring timely responses to customer requests, issues, and concerns as it relates to maintenance, project activities, and inside sales. Must own all issues and see through to resolution. Responsible for all Customer Support Center Infrastructure and Services including Support Teams and Support platforms. As part of Services and Support, this position is also responsible for Data Center Infrastructure and Cloud Hosting Services. Ensures that monthly and quarterly revenue and associated GP hosted system targets are met.
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. Must have strong knowledge of Law Enforcement Biometrics opeational features, functions, specifications, operations, interfaces, etc.
Travel: Periodic travel to customer sites within TX, possibility of expanding to other regions within US in the future.
The anticipated salary range for this position is $105,000 to $130,000 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 and half day Fridays.
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.
Specialization Description
General Customer Service includes post-sale technical and/or non-technical Customer Service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: Providing Customer Service and support via phone, online chat, or text including:
- Call center-based customer support in response to a high volume of low complexity inquiries
- Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in Customer Service facility including:
- Acting as liaison between customers, production and distribution departments related to specific customer orders
- Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.
Level Description
Typically leads a team of experienced or senior professionals who exercise latitude and independence in assignments. Level often assigned to manager of Supervisors. Implements policy and strategy for short-term results (1 year of less), whilst influencing others outside of own job area on policies, practices and procedures. Problems are difficult to moderately complex.
