At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewMotorola Solutions is building talent pipelines to meet future hiring demands. This is a pipeline role, while there is not an immediate opening, we want to build relationships with prospective candidates like you. If your background is a match to our requirements, we’ll follow up with an exploratory conversation.
Job Description
The Senior Customer Success Manager position resides in Global Services, within the Video and Software Service Organization. This person plays an integral strategic account management role in supporting Motorola Solutions and our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their solutions. This role is responsible for the day-to-day management of the customer services contracts and services relationships. They ensure we are meeting our contractual obligations, provide exceptional expertise in our software and mobile video solutions, and drive the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.
This role reports into the Software and Video Services Territory Manager.
The Customer Success Team is core to the success of Motorola’s customers. The Senior Customer Success Manager plays an integral role in supporting our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their Rave solutions.
The successful candidate will be comfortable in a role that includes interfacing not only with customers and end users, but also stakeholder groups that represent the customers being served and can help influence the overall success of Motorola’s relationships across the assigned portfolio. The Senior CSM will engage with our customers in-person, virtually, phone, and email.
For an assigned portfolio of strategic customer accounts:
Develop a trusted advisor relationship with customers, stakeholders, and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value
Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training, and product development
Educate customers on new product features and capabilities
Partner with internal stakeholders to align account activities with the customer's business case and strategy
Coordinate and participate in regional customer / user group meetings, designed to drive product utilization, share best practices and to obtain feedback from customers
Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, throughout the customers’ journey
Help negotiate and drive renewals. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
Utilize multiple tools to engage with customers both proactively and reactively
Achieve monthly, quarterly, and yearly goals and defined objectives related to customer adoption, retention, and renewals
Identify opportunities for expansion and cross-sell
Attend and participate in industry events and conferences
PROFESSIONAL QUALIFICATIONS
7+ years of direct experience in public safety, emergency management, K12 operations or education, 911 communications, business continuity, security, or a related field
Experience utilizing, training, or providing software-as-a-service technology solutions designed to impact public safety
Strong presentation, excellent verbal and written communication skills with an ability to influence others
Fanatical about customer success and driving customer value
Strategically minded, self-starter with the ability to multitask, prioritize, and scale
Flexible, adaptable and collaborative team player with strong interpersonal skills
Experience working directly with customers and multiple project stakeholders
Takes pride in and exhibits high degree of ownership over their work
Proficiency in Microsoft Office and Google suite
Reside within the state of Tennessee
Valid Driver’s License
Ability to travel up to 40%
Basic Requirements
Basic knowledge of CRM platforms (Salesforce), CS analytics platforms, mobile and software-as-a-service (SaaS) applications.
Must be able to obtain background clearance as required by government customer(s).
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand 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 complete this Reasonable Accommodations Form so we can assist you.