Customer Success/Strategic Account Manager

3 weeks ago

Arkansas City, 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
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 growing 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.
Job Description

The Senior Customer Success Manager position for Arkansas resides in Global Services, within the Video and Software Service Organization. This person plays an integral strategic account management role in supporting Motorola Solutions and our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their solutions. This role is responsible for the day-to-day management of the customer services contracts and services relationships for the state of Arkansas. They ensure we are meeting our contractual obligations, provide exceptional expertise in our software and mobile video solutions, and drive the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Software and Video Services Territory Manager.
  • The Customer Success Team is core to the success of Motorola's customers. The Senior Customer Success Manager plays an integral role in supporting our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their Rave solutions.
  • This hire will be our lead Senior CSM for the state of Arkansas, requiring in-state residency.
  • The successful candidate will be comfortable in a role that includes interfacing not only with customers and end users, but also stakeholder groups that represent the customers being served and can help influence the overall success of Motorola's relationships across the assigned portfolio. The Senior CSM will engage with our customers in-person, virtually, phone, and email.
  • For an assigned portfolio of strategic customer accounts:
  • Develop a trusted advisor relationship with customers, stakeholders, and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value
  • Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training, and product development
  • Educate customers on new product features and capabilities
  • Partner with internal stakeholders to align account activities with the customer's business case and strategy
  • Coordinate and participate in regional customer / user group meetings, designed to drive product utilization, share best practices and to obtain feedback from customers
  • Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, throughout the customers' journey
  • Help negotiate and drive renewals. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
  • Utilize multiple tools to engage with customers both proactively and reactively
  • Achieve monthly, quarterly, and yearly goals and defined objectives related to customer adoption, retention, and renewals
  • Identify opportunities for expansion and cross-sell
  • Attend and participate in industry events and conferences
PROFESSIONAL QUALIFICATIONS
  • 7+ years of direct experience in public safety, emergency management, K12 operations or education, 911 communications, business continuity, security, or a related field
  • Experience utilizing, training, or providing software-as-a-service technology solutions designed to impact public safety
  • Strong presentation, excellent verbal and written communication skills with an ability to influence others
  • Fanatical about customer success and driving customer value
  • Strategically minded, self-starter with the ability to multitask, prioritize, and scale
  • Flexible, adaptable and collaborative team player with strong interpersonal skills
  • Experience working directly with customers and multiple project stakeholders
  • Takes pride in and exhibits high degree of ownership over their work
  • Proficiency in Microsoft Office and Google suite
  • Reside within the state of Arkansas
  • Valid Driver's License
  • Ability to travel up to 40%
ADDITIONAL PREFERRED QUALIFICATIONS
  • Bachelor's degree
  • Basic knowledge of CRM platforms (Salesforce), CS analytics platforms, mobile and software-as-a-service (SaaS) applications
#LI-JM2

Basic Requirements
  • Basic knowledge of CRM platforms (Salesforce), CS analytics platforms, mobile and software-as-a-service (SaaS) applications.
  • Must be able to obtain background clearance as required by government customer(s).
  • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
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.

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