Company Overview

Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home. 

We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.

Department OverviewMotorola Solutions is a global leader in mission-critical communications and analytics. Our technology platforms in mission-critical communications, command center software, video security & analytics, bolstered by managed & support services, make cities safer and help communities and businesses thrive.
The Safety Reimagined team oversees the end-to-end ecosystem that leverages and integrates Motorola Solutions’ portfolio of products and applications from communication, video, and software. The Safety Reimagined team is responsible for bringing the broad ecosystem to market, collaborating with sales and channel partners, as well as evangelizing the portfolio for specific verticals. This includes reviewing market opportunities, deploying technologies and introducing disruptive technologies to build successful portfolio strategies. The team works cross-functionality with Sales, Marketing, Regional Channels, Finance, Engineering, Operations, and Product Management to successfully deploy the broad Ecosystem, with the goal of value-added customer outcomes.
Job Description

The Customer Experience Coordinator acts as a link between partners, consumers, and the company. Specifically working with the channel sales executives, partners and end users to create a positive experience and improve customer adoption and retention for Safety Reimagined technology. This position will deliver a customer-focused culture throughout the entire customer lifecycle e.g. pre-sales, deployment, and post sales success. The position will cover gaps within processes and manage deliverables in relation to Safety Reimagined projects to streamline the experience for the customer. Additionally, this role manages a set of partner deployments from inception to completion and delivers continued support with Safety Reimagined deployments after initial activation. This role will coordinate cross-functional teams to deliver the desirable outcomes for the customer, working with stakeholders to continue to drive expansion with customers of Motorola Solutions technology.

Responsibilities of the Customer Experience Coordinator will include, but are not limited to:

• Manage and drive deliverables associated with Safety Reimagined deployments and partners. 

• Act as an added support and resource to partners for Safety Reimagined projects, from inception and throughout the entire customer lifecycle. 

• Track and report out on partner progress from adoption to expansion. 

• Drive alignment with Renewals, Expansion and Sales. 

• Monitor partners KPI’s and apply tactics and deliverables based on the partners unique needs. 

• Support channel sales executives with Safety Reimagined projects by advocating the value, managing/prioritizing deployment status, helping with customer outcomes and continued partner support. 

• Help drive and own activation checklist, status of deployments, scheduling of ST teams, and overarching delivery of Safety Reimagined projects. 

• Be the point of contact and advocate for post-deployments with the partners and ensuring to propel the Safety Reimagined project deployment forward, including expansion and usage of technology. 

• Deliver reports post sale to sales team on expansion opportunities of deployed projects.

• Work cross-functionally with business partners such as, product management, engineering, IT, sales, marketing and operations to deliver more streamlined outcomes internally and externally.

• Support the Safety Reimagined Overlay sellers with orders coming from partners. 

• Collaborate with stakeholders (internal and external) to resolve conflicts and drive successful delivery of projects with the customer experience in mind.

• Recommends corrective actions and implements change based on customer feedback. 

• Act as an advocate to the partner as a trusted advisor for Safety Reimagined Partners on deployments, training and enablement. 

• Remains informed and shares industry trends, customer insight and new customer experience methods.

• Keep accurate records and document customer service actions and discussions that can be leveraged to improve experience. 

• Test new strategies for driving customer value.

Preferred Qualifications

• BS/BA or a combination of experience and education/training equivalent to a four-year college degree

• 3+ years of experience in customer success, sales, or similar business function with a proven track record of successful implementations and/or satisfied customers. 

• Previous experience in a role working directly with customer, partner and/or deployment teams or within a similar business function. 

• Highly organized, structured, and customer focused.

• Ability to drive incremental growth and market adoption.

• Strong problem-solving, communication, and customer management skills.

• Demonstrated ability to learn new concepts quickly and work hands-on in a team environment.

• Thrives in a space where roles may be ever-changing based on customer needs. 

• Ability to influence team members external to their department.

• Strong interpersonal skills with a desire to collaborate with internal and external business/technical teams.

• Ability to work independently as well as with a team.

• Must be a self motivated team player able to work effectively with general guidance toward objectives

Basic Requirements

• Bachelors Degree
• 3+ years of experience as a Customer Success Project Manager or Sales Role

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.

Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits effective Day 1
• 401K with Company Match and Day 1 vesting
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.