Customer Success Manager - Housing

Company Description Come join us and make a difference in the world!

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Job Description 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

Qualifications

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

Additional Information 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 Linked In 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…