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. 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.