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Senior Customer Success Advocate

2 months ago

San Francisco, United States Motorola Solutions Full time
Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview
As a Senior Customer Success Advocate, you will play a critical role in aiding Motorola Solutions' larger Public Safety agencies in identifying and extracting the expected value from their Motorola products. As their main point of contact, your customers will lean on you to provide best practices, understand their workflows, organizational structures and overall usage requirements, and to help them achieve their operational goals. In turn, you are developing the agency into a strong referenceable customer. By actively engaging with customers following their software deployment and proactively monitoring application adoption and usage, you will be supporting the continuation of paid subscriptions.
Job Description

Engage with Customers post-sale to drive user adoption and satisfaction, ensuring high Customer retention. Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts. Work with targeted Customers to develop a proactive individual Customer Success Plan including establishing critical goals and key performance indicators.

You will leverage your demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for your agency contacts. You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges as well as helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

  • Engage with your customers through regular calls, business reviews, and daily needs
  • Monitor and manage adoption and use metrics to ensure customers are utilizing the full Motorola Software Suite
  • Create success plans for your customers and document customer progress toward established goals and results
  • Work closely with marketing and training teams to provide customers with regular updates on best practices and what's new
  • Monitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer's experience
  • Document customer interactions and keep contact and customer data current and accurate
  • Develop and continually nurture a deep understanding of Motorola's product line to ensure proper implementation and use in every customer's environment
  • Learn and share industry best practices in order to solve customer needs
  • Use and analyze data to drive decisions and strategies on how you manage your portfolio
  • Demonstrate gratitude to your customers, your peers, and work partners for their partnership and support
  • Celebrate the successes of your customers, peers, work partners, and yourself
  • Clearly understand the business of Public Safety - have the technical acumen to understand and identify resources needed to resolve existing and anticipated customer issues and needs
  • Ability to navigate a highly matrixed organization and community clearly and concisely to all levels of leadership
  • Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans
  • A proven track record of leading process improvements within large organizations
  • Previous experience tracking product adoption and customer engagement through data-analysis tools
  • Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs
  • Strong executive presence and presentation skills
  • Understanding of accounting principles a plus
  • Ability to stay on-task with minimal supervision
  • Demonstrated ability to deal with change and excel in high-stress situations
  • Proficiency in the use of Microsoft Office as well as the Google Suite of products, Gainsight a plus
  • Ability to travel 30-50% to customers
#LI-JM2

Basic Requirements
  • Bachelors Degree and 5+ years of experience in product management, customer success, and/or account managementOR 9+ years of experience in product management, customer success, and/or account management
  • 2+ years of experience working with Enterprise-level customers
  • Working knowledge of Motorola Solutions Software to include: APX NEXT application services, CommandCentral, AWARE, Unified Communications
Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes

Our U.S. Benefits include:
  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 10 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and 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 email ohr@motorolasolutions.com.