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 Enterprise Software Customer Success Team empowers our customers to identify and unleash the full power of their Enterprise Software products and services. We build strong relationships with organizations and key partners by actively engaging to uncover and understand their most urgent needs and highest priority activities. We are committed to consistent delivery and follow‑through to help customers serve their communities and be their best in the moments that matter.

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 build 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).

• Gain a deep understanding of the organization, what they are trying to achieve both strategically and operationally, and align Motorola’s Enterprise Software to the organization’s outcomes.
• Grow and cultivate strong customer sentiment and references by developing trust over time and delivering consistent follow‑through. Build relationships with technical, operational and business leadership representatives to document organization goals, product use‑cases and outcomes.
• 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.
• Develop and implement strategies to minimize client churn.
• Translate knowledge of public safety best practices into credible recommendations that help influence the decision‑making process for key organization contacts.
• Drive adoption, outcomes and annual recurring revenue and identify opportunities for account renewal and expansion.
• Work in coordination with account managers to identify and support expansion sales opportunities within the customer account.
• Aid 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.
• Follow Day in the Life guidelines, meet documented quarterly and yearly individual and team goals.
• Manage customers internally with key work partners (deployment, sales, support, product).
• Adaptability and flexibility:
  Adjust to new situations and continue working at a high level.
• Technical aptitude:
  Understand the basic premise of the technology utilized in the solutions used by our customers.
• Communication:
  Communicate clearly and effectively with customers, peers and managers.
• Time management:
  Prioritize and manage time for customer workload and work‑life balance.
• Responsibility:
  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:
  Understand complex business challenges and map them to our software solutions.
• Produce customer action plans, project documentation, and track all client interaction.
• Energetic, kind, self‑driven person, committed to deeply understanding customer pain‑points, managing…