Customer Success Manager
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.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 OverviewDeveloped for law enforcement, by law enforcement, Vigilant Solutions has created the most comprehensive online platform for generating investigative leads for law enforcement agencies throughout the world. We are primarily focused on Adoption and will use proactive and prescriptive engagement models & activity with our Customers. In addition to the Adoption motion, seeding up-sell opportunities and grooming renewals are part of the role. We will use customer segmentation as a methodology to determine how we engage with Customers and what activity is performed by the Success Manager.
Job Description
Vigilant Solutions, a Motorola Company, is seeking a talented, energetic, highly-motivated, results oriented individual to join our Customer Success Team as a Customer Success Manager. The primary function of this position is to perform Customer Success Management responsibilities for Motorola’s Software Enterprise Customers in the Western United States.
Key Responsibilities Include, but Are Not Limited to:
Engage with Customers post-sale to drive user adoption and satisfaction, ensuring high customer retention.
Passionately explain how our solutions can make an impact on our Customers’ operations within their organization.
Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts.
Work with assigned, targeted Customers to develop a proactive individual Customer Success plan including establishing critical goals and key performance indicators.
Drive Calls to Action and execute playbooks.
Organize and execute Executive Business Reviews with assigned high touch Customers.
Be the go-to resource to ensure our clients have the best possible experience with our platform and our teams.
Ensure Customers achieve their adoption and success targets.
Act as a Voice of the Customer Liaison providing feedback to the Sales, Product, Delivery, Engineering and Support services teams where appropriate.
Manage escalations as needed.
Collaborate with the Sales team on account strategies and help to identify up-sell opportunities.
Collaborate for operational improvement and ensure efficiencies and/or improvements are identified and implemented.
Develop and maintain a working knowledge of all of our Software Enterprise solutions.
Provide required reporting and metrics related to Customer health, churn and retention.
Work directly with the appropriate services and product teams to leverage their domain and technical expertise to provide training and operational knowledge to Customers.
Coordinate and delegate work to those team members as required.
Interact with management and senior customer personnel on matters requiring coordination across organizational lines.
Preferred Skills & Experience:
Bachelors Degree is preferred with additional experience with other customer-facing roles such as Account Management, Consulting, or Project Management experience is a plus. Customer side domain experience in the target industry is also a plus.
Seeking 3+ years of related experience
Highly effective and polished verbal and written communication skills
Demonstrated technical aptitude
Public Safety domain knowledge/experience with LPR, while not required, is a plus.
Demonstrate attention to detail and possess strong organizational skills
Able to work in a fast-paced environment while maintaining a high level of performance.
Highly self-motivated and able to work independently as well within a team.
Experience in creating and executing Customer strategic plans.
Demonstrated ability to facilitate and lead cross-functional teams and resources effectively.
Experience/comfort with building and defining processes.
Strong critical thinking, analytic and problem-solving abilities.
Ability to efficiently use standard business tools, (Microsoft Office Suite, SFDC, Gainsight, Google Apps, other CRM systems, etc.), social media and communication tools and BI and reporting tools.
Experience in the Customer Success discipline and SaaS business models is a plus.
Basic Requirements
- High School Diploma or equivalent
- 3+ years of experience in law enforcement, project management/coordination, or customer engagement/success
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 RequirementsUnder 10%
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.