Company Overview
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 OverviewThe 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 ids 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