Customer Success Manager

11 hours ago

Dallas, Texas, United States Motorola Solutions Full time
Job Title: Customer Success Manager

At Motorola Solutions, we're committed to helping our customers achieve their goals through exceptional customer success. As a Customer Success Manager, you will play a critical role in ensuring our customers have a positive and seamless experience with our Push-to-Talk (PTT) service.

Key Responsibilities:
  • Manage major incidents for PTT carrier customers, ensuring timely resolution and customer satisfaction.
  • Act as a customer success leader for carrier customers during incidents, providing guidance and support as needed.
  • Escalate issues as necessary, working closely with internal teams to resolve customer concerns.
  • Build trust and transparency with customers, developing proactive individual customer success plans to meet their unique needs.
  • Drive calls to action, registering customers for key services and ensuring they have the best possible experience with our platform.
  • Organize and execute executive business reviews with assigned high-touch customers, providing regular updates and insights.
  • Serve as a voice of the customer, providing feedback to sales, product, delivery, engineering, and support services teams to inform product development and improvement.
  • Collaborate with internal teams to identify operational improvements and implement efficiencies.
  • Provide required reporting and metrics related to customer health, churn, and retention.
  • Work closely with services and product teams to leverage their domain and technical expertise, providing training and operational knowledge to customers.
Requirements:
  • 3+ years of customer success/customer service or project management experience, with a minimum of 10+ years of industry experience.
  • Demonstrated understanding of SRE & Agile methodologies, ITIL methodologies, and ITIL v3 or v4 certification.
  • Bachelor's Degree preferred, with additional experience in customer-facing roles such as account management, consulting, or project management.
  • Strong project management abilities, relationship building skills, and communication skills.
  • Experience with ticketing tools like ServiceDesk, Jira, etc.
  • Ability to manage customer relationships and expectations, developing a communication process to keep others up-to-date on project results.
  • Excellent communication skills, basic G Suite skills, and highly effective and polished verbal and written communication skills.
  • Demonstrate attention to detail and possess strong organizational skills.
  • Experience in creating and executing customer strategic plans, with a focus on customer success and SaaS business models.

Why Join Us?

Motorola Solutions is an Equal Opportunity Employer, committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. We're 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.

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