Senior Customer Success Manager

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. NICE Public Safety Justice 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 So, what’s the role all about? 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. How will you make an impact? 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. Have you got what it takes? 5+ years’ experience in the policing o ... (truncated, view full listing at source)