Scaled Customer Success Associate - US Remote

Scaled Customer Success Associate - US Remote

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that's critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview The Motorola Solutions' Command Center Software Customer Success Team empowers our customers to identify and unleash the full power of their Command Center Software products and services.

We build relationships with agencies by leveraging data-driven insights to understand their most urgent needs. We are committed to consistent delivery and follow-through at scale, ensuring every agency-regardless of size-is equipped to serve their communities in the moments that matter.

Job Description

In this full-time role, you will serve as a Scaled Customer Success Associate who works regionally with new and existing Public Safety clients to maximize usage, value, and product satisfaction. As a Scaled Customer Success Associate , you will be the engine behind our "one-to-many" strategy, ensuring Motorola's customers fully adopt and realize the value of our technology. Your mission is to guide agencies through a streamlined, tech-enabled adoption journey, moving them from activation to consistent product usage.

Unlike traditional CSM roles that manage a small book of business, you will leverage automation, data analytics, and high-impact content to support hundreds of agencies simultaneously. Your mission is to democratize expertise, making sure every customer, regardless of size, has the tools they need to save lives and serve their communities effectively.

Responsibilities:

• Full-Lifecycle Management:
  Own the customer journey for a high-volume portfolio, ensuring agencies are successful from initial go-live through their annual renewal cycles.

• Data-Driven Health Monitoring:
  Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk." Execute scaled digital outreach campaigns to re-engage these users and drive adoption.

• Process Trailblazing:
  Help build and refine the "Scaled" playbook-finding the most efficient ways to provide a "white-glove" feel to a high volume of agencies through technology.

• Content Creation & Self-Service Enablement:
  Develop a robust library of self-service resources, including "How-to" videos and best practice guides. Translate complex technical workflows into simple, actionable content tailored for Motorola's customer base.

• Community Forum Management:
  Monitor and create content to address customer questions and to keep the conversation going. Enable the forum to be a resource hub where users can share insights and learn from peer successes.

Preferred Qualifications:

• The Scaled Mindset:
  You enjoy finding ways to solve a problem once and sharing it with a thousand people, rather than solving the same problem a thousand times.

• Experience:
  
  3+ years of experience in a customer-facing role in customer advocacy,…