Customer Success Manager

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.

In this full-time role, you will serve as a Customer Success Manager who works with new and existing enterprise customers to maximize product adoption, usage and satisfaction as well as ensure customers are receiving their support entitlements according to their contract.

The ideal candidate will be responsible for building strong, long-lasting relationships with our Enterprise clients, ensuring they achieve maximum value from our software solutions, and driving retention, expansion, and advocacy in coordination with account managers (sales).

Customer Success Managers are responsible for partnering with customers to promote their full adoption of enterprise software solutions and services, including growing their ongoing use, value creation and overall satisfaction.

Their number one goal is to ensure the customer experience with Motorola Solutions continuously exceeds their expectations and their desired outcomes are clearly documented and understood.

Responsibilities:

• By gaining a deep understanding of who the organization is, what they are trying to achieve both strategically and operationally, Customer Success Managers are able to align Motorola’s Enterprise Software to the organization’s outcomes.
• Customer Success Managers grow and cultivate strong customer sentiment and references by developing trust over time and delivering consistent follow-through. They will build relationships with technical, operational and business leadership representatives to document organization goals, product use-cases and outcomes.
• Customer Success Managers work closely with our Support and Onboarding teams to ensure clients are set-up for success and the transition to Customer Success is smooth.
• Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues.
• Customer Retention - Develop and implement strategies to minimize client churn.
• Customer Success Managers will utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help
• influence the decision-making process for key organization contacts.
• Customer Success Managers drive adoption, outcomes and annual recurring revenue and identify opportunities for account renewal and expansion.
• Customer Success Managers work in coordination with account managers to identify and support expansion sales opportunities within the customer account
• This role purposefully aids the customer in developing plans to maximize the value they get from their Motorola Solutions purchase and remove barriers and challenges that keep customers from achieving their outcomes.

Key Characteristics:

• Work proactively with customers in their assigned book of business.
• Follow Day in the Life guidelines, meet documented quarterly and yearly individual and team goals.
• Manager for customers internally with key work partners (deployment, sales, support, product).
• 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.
• Data-Driven: Proficiency in analyzing usage data and health scores to inform success strategies.
• Strategic Thinker: Ability to understand complex business challenges and map them to our software solutions.
• Produce customer action plans, project documentation, track all client interaction.
• Energetic, kind, self-driven person, committed to deeply understanding customer pain-points, managing expectations, and serving as their trusted partner on behalf of Motorola Solutions.

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.