Customer Success Manager at Motorola in Bentonville, Arkansas

Job Description:

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Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

The Motorola Solutions Customer Success team enables the ongoing growth and adoption of software across the portfolio and empowers the broader Motorola Solutions team to have a comprehensive view of customer sentiment and satisfaction. We work with new and existing Public Safety clients to ensure their success and delight with Motorola Solutions Software.

Job Description

As a Customer Success Manager, you will play a critical role in aiding Motorola's larger public safety agencies in identifying and extracting the expected value from their APX NEXT application ecosystem. As their main point of contact, your customers will lean on you to provide best practices, understand their workflows, organizational structures and overall usage requirements and to help them achieve their operational goals through the use of Motorola's products. In turn, developing the agency into a strong referenceable customer for APX NEXT.

You will leverage your demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for your agency contacts. You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges, helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

In partnership with the various Motorola internal partners including the Field Area Sales Representative for Radio, the assigned Software Enterprise and Astro Solutions Sales Overlay representatives, and the Customer Support Manager, you will be working directly with some of the largest Public Safety agencies in North America. You will build relationships with the technical and command leadership agency representatives to ensure their and their agency needs and objectives clearly understood, track progress toward their intended or anticipated outcomes defined in their reason for purchase, assist in gathering and engaging the necessary Motorola internal resources to address issues that may arise or overcome barriers to the achievement of the agency's objectives or path to referenceability.

Responsibilities:

• Engage with your customers through regular calls, business reviews and daily needs




• Monitor and manage adoption and use metrics to ensure customers are utilizing the full APX NEXT Software Suite Create success plans for your customers and document customer progress toward established goals and results




• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned




• Communicating major milestones and updates to Sr. Leadership on a regular basis




• Work closely with marketing and training teams to conduct regular training webinars and calls




• Monitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer's experience as an APX NEXT Customer




• Document customer interactions and keep contact and customer data current and accurate.




• Develop and continually nurture a deep understanding of Motorola's APX NEXT product line to ensure proper implementation and use in every customer's environment




• Learn and share industry best practices in order to solve customer needs




• Use and analyze data to drive decisions and strategies on how you manage your portfolio




• Demonstrate gratitude to your customers, your peers, and work partners for their partnership and support




• Celebrate the successes of your customers, peers, work partners, and yourself




• Clearly understand the business of Public Safety - have the technical acumen to understand and identify resources needed to resolve existing and anticipated customer issues and needs




• Ability to navigate a highly matrixed organization and community clearly and concisely to all levels of leadership

Qualifications:

• Bachelors Degree Preferred




• 5+ years experience in Customer Account Management, Customer Service




• 5+ years of experience in supporting dynamic solutions offerings for enterprise-level customers




• Working experience with SaaS product solutions




• Familiarity of Motorola Solutions Software to include: APX NEXT application services, CommandCentral, AWARE, Unified Comms




• Proficiency in the use of Microsoft Office as well as the Google Suite of products, Gainsight a plus




• Strong project 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 advocate 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




• Ability to travel 30 - 40% to customers, as needed

Basic Requirements

• 5+ years experience in Customer Account Management, Customer Solutions Advocacy




• 5+ years of experience in supporting dynamic solutions offerings for enterprise-level customers

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Yes

Our U.S.Benefitsinclude:

• Incentive Bonus Plans


• Medical, Dental, VisionbenefitseffectiveDay 1


• 401K with Company Match and Day 1 vesting


• 9 Paid Holidays


• GenerousPaidTime Off Packages


• Employee Stock Purchase Plan


• PaidParental & 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.

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