Role Overview
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 guide them through business process transformation associated with technology adoption, monitor key metrics that demonstrate adoption and usage, and proactively identify, prioritise and address any potential blockages that impact successful adoption and usage.
Key Responsibilities
- 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.
- Run regular, proactive meetings and other communications with each client, keeping meticulous records and ensuring follow‑through.
- Accountable for driving customer adoption, roll‑out and consumption by educating customers on how to 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.
- 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.
- Sync and collaborate with other Value Realisation Services Managers to share and leverage insights across all customer accounts.
- Actively farm the existing account base to identify upsell and cross‑sell opportunities.
- Provide valuable account information and insight to the sales team to fuel the sales engine, help refine go‑to‑market approach, and influence both new sales and upsales.
- Manage the planning and delivery of Day 2 moves‑adds‑change projects with the customer.
Qualifications
- 5+ years’ experience in the policing or criminal justice sector within an IT environment, with proven knowledge of public safety information systems.
- Operational Business Process Re‑engineering or Business Analysis experience is essential.
- Proven track record of successfully building and nurturing relationships.
- Excellent organisational and multi‑tasking skills, ability to remain calm under pressure and to think on one’s feet while managing multiple initiatives simultaneously.
- Comfortable dealing with complex customer relationships, decision‑making processes and competing agendas.
- Superior critical thinking, decision‑making and problem‑solving skills.
- Exceptional interpersonal, listening, written and verbal communication skills are a must.
- Exceptional presentation skills and ability to create organised and thoughtful presentations.
- End‑user application training experience is desirable.
- Ability and desire to learn about technology solutions and to teach and inspire others on how to use the solution and get value from it.
- Work with minimal guidance and be comfortable working as part of a distributed team.
- Be able to travel nationally with a few days’ notice.
- Degree in Information Technology, Computer Engineering or related field. However, suitable and demonstrable professional workplace experience will be equally considered.
Additional Requirements
Successful candidates will need to be security‑checked to UK police level NPPV3 and National SC vetting standards. This requires that candidates have been resident in the UK for the previous three years. Candidates with existing vetting status are desirable.
Requisition Information
Requisition ID: 6193 Reported into: Manager, Cloud Operations UK
Benefits
Learn more about the benefits at NICE.
Equal Opportunity Statement
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
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