APX NEXT Customer Success Advocate

3 weeks ago

Marquand, Missouri, United States Motorola Solutions Full time
Job Title: APX NEXT Customer Success Advocate

At Motorola Solutions, we're driven 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.

We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. This includes 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.

Job Description

As a 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 APX NEXT application ecosystem.

You will be the main point of contact for your customers, providing best practices, understanding their workflows, organizational structures, and overall usage requirements, and helping them achieve their operational goals through the use of Motorola's products.

In turn, you will develop the agency into a strong referenceable customer for APX NEXT.

You will actively engage with customers following their radio deployment and proactively monitor application adoption and usage to support the continuation of paid subscriptions.

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 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 who wears multiple hats, from project management to product expert to consultant, you will continually focus on making your customers more efficient and more confident within their daily workflows.

You will build relationships with the technical and command leadership agency representatives to ensure their and their agency needs and objectives are clearly understood, track progress toward their intended or anticipated outcomes defined in their reason for purchase, and assist in gathering and engaging the necessary Motorola Solutions internal resources to address issues that may arise or overcome barriers to the achievement of the agency's objectives or path to referenceability.

Your Day-to-Day
  • 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 APX NEXT Software Suite
  • Create success plans for your customers and document customer progress toward established goals and results
  • Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned
  • Communicate major milestones and updates to Sr. Leadership on a regular basis
  • 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 as an APX NEXT Customer
  • Document customer interactions and keep contact and customer data current and accurate
  • Develop and continually nurture a deep understanding of Motorola's APX NEXT 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

Strong project management skills with a proven system for tracking multiple customer requests, issues, and strategic plans are required. A proven track record of leading process improvements within large organizations, previous experience tracking product adoption and customer engagement through data-analysis tools, and experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs are also essential.

Ability to stay on-task with minimal supervision, demonstrated ability to deal with change and excel in high-stress situations, and proficiency in the use of Microsoft Office as well as the Google Suite of products are also required.

Relocation is not provided, and the position type is experienced. Referral payment plan is available.

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.

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