Customer Success Manager - Housing

Please note - this role will be remote or hybrid working, subject to the successful applicant's location in line with company policy

Key Responsibilities

Accountable for the full solution specific to the customer

• Understand how all parts of the system work together
• Ensure decisions in one area do not cause problems elsewhere
• Take responsibility for overall solution coherence

Make and own design decisions

• Be the accountable owner for cross‑module decisions
• Resolve solution conflicts between teams, modules, or requirements
• Make clear recommendations and take ownership of outcomes

Ensure consistency across modules

• Check that the different parts of the system are set up in a consistent way
• Identify and address solution issues early before they become major problems
• Prevent conflicting configurations across modules

Translate business policy into system behaviour

• Work with customers to understand policies and requirements
• Ensure those rules are applied correctly and consistently in the system
• Highlight risks where policy and system design don’t align

Provide leadership to customers and teams

• Act as the main functional authority for complex issues
• Support senior customer conversations and decisions
• Help explain complex topics in a simple and clear way

Assure delivery quality

• Ensure testing covers real end‑to‑end scenarios
• Help decide if the solution is ready to go live
• Focus teams on resolving the most important issues

Key Capabilities

• Able to think end‑to‑end across the whole solution
• Comfortable making decisions and taking ownership
• Able to simplify complex problems for others
• Confident to challenge and manage trade‑offs
• Understands how Operations, Policy, and System configuration
  fit together

Success Measures

• Clear ownership of design decisions
• Reduced rework and cross‑module issues
• Fewer escalations
• Increased customer confidence
• Less dependency on individual knowledge holders

• Broad knowledge and proficiency in NEC Housing Solution, including configuration and module implementation.
• Previous exposure to Housing environments (Local Authority Housing, ALMO’s, Housing Associations) who use the NEC Housing Solution
• Experience in Consultancy, including customer interaction and project methodologies.
• Excellent written and verbal communication skills.
• Experience with ownership on Design Decisions
• Ability to problem-solve in demanding circumstances and manage multiple projects
• Experience leading and mentoring individuals in a consultancy capacity

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.