Customer Success Manager – Housing

Overview

In this role you own the end-to-end NEC Housing Solution for customers, ensuring cross‑module coherence and policy alignment. You’ll lead design decisions, resolve cross‑team conflicts, and translate business policies into system behavior while guiding stakeholders. You’ll work with customers and delivery teams to ensure quality, manage risks, and enable successful live deployments. This role suits a seasoned consultant who can simplify complex topics and drive trusted outcomes in housing environments.

Pay / Benefits

• above average pension scheme
• private medical cover
• 25 days holiday with buy/sell option
• life assurance up to 4x salary
• group pension plan with employer contributions
• flexible benefits package

Responsibilities

• Own the full solution for the customer and ensure coherence across modules
• Understand how all system parts interrelate and prevent cross‑module conflicts
• Translate business policy into system behavior and ensure policy alignment
• Lead design decisions and act as functional authority for complex issues
• Provide leadership to customers and teams and support senior customer decisions
• Assure delivery quality through end‑to‑end testing and readiness for go‑live
• Highlight risks and address issues early to prevent rework
• Manage stakeholder expectations and resolve conflicts between teams, modules, or requirements
• Check consistent configurations and promote standardization across the solution

Key requirements

• Broad knowledge of NEC Housing Solution, including configuration and module implementation
• Experience in Housing environments (Local Authority Housing, ALMO’s, Housing Associations)
• Consulting experience with 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

• customer-facing communication
• ownership and accountability
• ability to simplify complex topics
• NEC Housing Solution configuration
• module implementation
• end‑to‑end testing

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