Senior Customer Success Manager

Motorola

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services. We build strong relationships with Public Safety to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction. We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.

Job Description
In this full-time role, you will serve as a Senior Customer Success Manager who works nationwide with new and existing Public Safety clients to maximize usage, value and product satisfaction.  Customer Success Managers are responsible for partnering with customers to promote their full adoption of Motorola products and services, including growing their ongoing use, value creation and product satisfaction across key user populations.  Their number one goal is to ensure their desired outcomes are clearly documented, understood and realized. As a Senior member of the Customer Success team, you are responsible for modeling exemplary behavior from an adherence to process and best practices perspective, mentoring Primary Customer Success Managers on the team, identifying opportunities for continuous improvement, and driving statewide and regional strategies as appropriate.

Responsibilities include but are not limited to:

  • By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Managers are able to align Motorola Software to the agency’s outcomes, identify any risks or gaps to achieving those outcomes and deliver creative, cross-functional solutions to customer challenges.
  • Senior Customer Success Managers grow and cultivate strong customer sentiment and references by developing trust over time and delivering consistent follow-through. They will build relationships with the technical and command leadership agency representatives to document agency goals, product use-cases and outcomes.
  • Senior Customer Success Managers will utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for agency contacts.
  • Senior Customer Success Managers work closely with our Support and Onboarding teams to ensure clients are set-up for success and the transition to Customer Success is smooth.
  • Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues.
  • Customer Retention – Develop and implement strategies to minimize client churn.
  • Drive adoption, outcomes and annual recurring revenue and map out a customer retention strategy that minimizes risk of agency churn.
  • Identify opportunities for account renewal and expansion. This role purposefully aids the customer in developing plans to maximize the value they get from their Motorola Solutions purchase and remove barriers and challenges that keep customers from achieving their outcomes.

Key Characteristics:

  • Work proactively with customers in their assigned book of business from a holistic perspective that is informed by regional and state specific inputs (current events, policies, etc.) and model this behavior to the team as well as mentor those in need of guidance.
  • Follow Day in the Life guidelines and model exemplary behavior to the team as well as mentor those in need of guidance; meet or exceed documented quarterly and yearly individual and team goals.
  • Aid Motorola’s larger public safety agencies in identifying and extracting the expected value from their Motorola Software portfolio.
  • Provide best practices to customers, understand their workflows, organizational structures, and overall usage requirements, and to help them achieve their operational goals through the use of Motorola’s products.
  • Develop strong referenceable customers.
  • Work closely with multiple cross-functional teams, provide insight into customers’ needs and challenges, influence/guide internal product roadmaps and projects, remove barriers and challenges that prevent customers from achieving their desired goals and objectives.
  • Adaptability and Flexibility: Ability to adjust to new situations and continue working at a high level.
  • Technical Aptitude: Demonstrated ability to understand the basic premise of the technology utilized in the solutions used by our customers.
  • Communication: Ability to communicate clearly and effectively with customers, peers and managers.
  • Time Management: Demonstrated ability to prioritize and manage time for customer workload and work-life balance .
  • Responsibility: Demonstrated ownership and commitment to execute on the management of all customers in your portfolio and expectations of your role.
  • Project management skill set is highly useful.
  • Partner with Motorola internal teams including deployment, demo, sales and support.
  • Demonstrate advanced CSA skillset, including ability to run Operational Assessments, deliver at an executive level (high executive communication skills), and contribute to the team/elevate the team by contributing to and/or leading special projects, identifying gaps and introducing process improvements.
  • Partner with regional/state CSA to lead in development and implementation of state strategies.

Qualifications:

  • Seeking 7+ years experience in one or more of the following: customer advocacy, sales, engineering, public safety or project management.
  • 2+ years working with enterprise-level customers is desired.
  • Working knowledge of Motorola Solutions Command Center and Mobile Video Software including: Motorola FLEX, PremierOne, CommandCentral, AWARE, Vesta, Rave Solutions, Mobile Video, and License Plate Recognition.
  • Strong portfolio management skills with a proven system for tracking multiple customer requests, issues, and strategic plans.
  • A proven track record of leading process improvements within large organizations.
  • Previous experience tracking product adoption and customer engagement through data-analysis tools.
  • Experience serving as a customer manager with the ability to understand the needs of the client and deliver on those needs.
  • Strong executive presence and presentation skills.
  • Understanding of accounting principles is a plus.
  • Ability to stay on-task with minimal supervision.
  • Demonstrated ability to deal with change and excel in high-stress situations.
  • Proficiency in the use of Microsoft Office as well as the Google Suite products, Gainsight is a plus.
  • Ability to travel 35+% to customers.
  • This position is subject to working in high security areas governed by the US Department of Justice’s “Criminal Justice Information Services (CJIS) Security Policy” and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Basic Requirements

  • 5+ years of experience in one or more of the following: customer advocacy, sales, engineering, public safety, or project management.
  • Must be able to obtain background clearance as required by government customers.

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