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This is a job for a Senior Customer Success Manager position with the company located in the Jackson, MS area.
Job Summary:
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:
By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Managers can 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.
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 subje t 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.
Equal Opportunity Employer -- minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity.