Software Customer Success Manager

Company Overview

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.

The 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 increasing 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.

In this full-time role, you will serve as a Senior Customer Success Manager who works regionally with new and existing US Federal Government Public Safety clients to maximize usage, value and product satisfaction. Customer Success Managers are responsible for partnering with customers to promote their full adoption of Motorola products and services, including increasing their ongoing use, value creation and product satisfaction across key user populations.

Their number one goal is to ensure their desired outcomes are clearly documented, understood and realized. As a senior member of the Customer Success team, you are responsible for modeling exemplary behavior from an adherence to process and best practices perspective, identifying opportunities for continuous improvement, and driving statewide and regional strategies as appropriate. This specific position is primarily focused on the APX NEXT and APX N-Line software portfolio and its adjacent integrations with other Motorola Solutions products.

• By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Managers are able to 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.

• Senior Customer Success Managers grow and cultivate strong customer sentiment and reference 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.

• Senior 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 agency contacts.

• Senior 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.

• Drive adoption, outcomes and annual recurring revenue and map out a customer retention strategy that minimizes 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 and remove barriers and challenges that keep customers from achieving their outcomes.

• 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.

• Follow Day in the Life guidelines and model exemplary 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 for customers, understand their workflows, organizational structures, and overall usage requirements, and to help them achieve their operational goals through the use of Motorola's products.

• Develop strong referenceable customers.

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