Senior Client Success Executive

2 weeks ago

Austin, Texas, United States Motorola Solutions Full time

Company Overview
At Motorola Solutions, our mission is clear - to empower individuals to excel in critical moments. We achieve this by developing innovative technologies that enhance safety and security across various sectors.

Our commitment to creating safer environments drives us to provide cutting-edge solutions, including advanced communication devices, AI-enhanced video security, and integrated command center systems.

We connect public safety organizations and businesses, facilitating essential collaboration to ensure that help reaches those in need swiftly.

Department Overview
The Customer Success Team at Motorola Solutions is dedicated to enabling our clients to harness the full potential of our Public Safety Software offerings.

We focus on building robust partnerships with public safety entities to ensure they fully utilize our products and services, enhancing their ongoing engagement and satisfaction.

Our goal is to consistently exceed customer expectations through strong internal and external collaborations, helping them serve their communities effectively.

Job Description
In this full-time position, you will take on the role of a Senior Customer Success Manager, working nationwide with both new and existing public safety clients to optimize their use of our products and services.

Your primary responsibility will be to collaborate with customers, ensuring they achieve maximum value and satisfaction from their Motorola Solutions experience.

As a senior member of the team, you will exemplify best practices, mentor junior Customer Success Managers, identify areas for improvement, and drive strategic initiatives at both state and regional levels.

Key Responsibilities:

  • Develop a comprehensive understanding of each agency's goals and operational needs to align Motorola solutions with their desired outcomes.
  • Foster strong relationships with agency representatives, documenting their objectives and product use cases.
  • Translate public safety best practices into actionable recommendations that influence decision-making processes.
  • Collaborate with Support and Onboarding teams to ensure clients are set up for success.
  • Act as an advocate for clients, coordinating internal resources to resolve issues promptly.
  • Implement strategies to enhance customer retention and minimize churn.
  • Identify opportunities for account renewal and expansion.

Key Characteristics:

  • Proactively engage with customers, informed by regional and state-specific factors.
  • Model exemplary behavior and mentor team members to achieve individual and team goals.
  • Assist large public safety agencies in maximizing the value of their Motorola software portfolio.
  • Provide best practices and insights to help customers achieve their operational objectives.
  • Collaborate with cross-functional teams to address customer needs and influence product development.

Qualifications:
We are seeking candidates with a minimum of 8 years of experience in customer advocacy, sales, engineering, public safety, or project management. Experience with enterprise-level clients is preferred.

Familiarity with Motorola Solutions Command Center and Mobile Video Software is advantageous. Strong organizational skills and a proven track record of managing multiple customer requests and strategic initiatives are essential.

Excellent communication skills, the ability to work independently, and a commitment to customer success are crucial for this role.

This position may require travel to meet with clients.

Benefits:
Motorola Solutions offers a comprehensive benefits package, including incentive bonuses, medical, dental, and vision coverage, a 401K plan with company matching, paid holidays, generous time off, and more.

We are an Equal Opportunity Employer, committed to fostering a diverse and inclusive workplace.

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