Senior Customer Success Manager - Strategic Accounts

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

This is a full-time role that works with California Strategic Customers that have new and existing Public Safety software to maximize usage, value and product satisfaction. This will be a hybrid role where they are responsible for effectively transitioning new business from the deployment and activation phase to ongoing use, value creation and product satisfaction. Their number one goal is to ensure the customer experience with Motorola Solutions continuously exceeds their expectations and their desired outcomes are documented and understood. 

They are also 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. In this engagement, the goal is to ensure their desired outcomes are realized. They are also 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, and what they are trying to achieve both strategically and operationally, 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.

• 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. 

• They 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.

• Work closely with our Deployment, Support and Sales teams to ensure clients are set up for success and the transition to Customer Success is smooth. Also works with the Motorola onsite administrators. 

• Provide both proactive and reactive advocacy for customers

• 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 the 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. It also removes barriers and challenges that keep customers from achieving their outcomes. 

• Provide customer awareness of new feature and function release availability and drive the customer to stay current on upgrades and offerings that drive meaningful operational impact.

• Will work with the Onsite Administrator and the customer to identify specific topics or functions that product releases address as they relate to open customer support tickets and advise the customer on anticipated effects on their operations.

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.

• 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 help them achieve their operational goals through the use of Motorola’s products.

• Work closely with multiple cross-functional teams, provide insight into customers' needs and challenges, influence/guide internal product roadmaps and projects, and 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.

• Demonstrate advanced CSA skillset, including the 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.

• Systems and Process Oriented: Enjoy figuring out the best and most efficient way to accomplish a goal and you relish sharing that knowledge with others.

• Relationship Builder: Demonstrated ability to influence and maintain working relationships in large, cross-functional organizations and law enforcement agencies.

• Team Player: Ability to coordinate and collaborate effectively with cross-functional internal resources.

• Strong Customer Focus: Demonstrate understanding of the customer needs, proactively responding and following through on customer commitments. 

• Motivation: Ability to keep yourself motivated, along with those around you.

• Avid Learner: Commitment to increasing knowledge, learning from mistakes, and developing personally and professionally.

• 2+ years working with Enterprise-level customers is desired.

• Working knowledge of Motorola Solutions Command Center and Mobile Video Software to include: Deep knowledge of PremierOne, CommandCentral, AWARE, Vesta, 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.

• Strong executive presence and presentation skills.

• 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 of products, Gainsight a plus.

• Customer success advocate experience preferred.

• Ability to travel 75+% 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

• Must live in Arizona or Nevada

• Seeking 7+ years 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.

Travel RequirementsOver 75%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].