Senior Customer Success Manager

1 day ago


Wichita, Kansas, United States Motorola Solutions Full time
Job Description

Job Title: Senior Customer Success Manager

Company Overview: Motorola Solutions is a leading provider of mission-critical communications and public safety solutions. We are committed to helping people be their best in the moments that matter.

Job Summary: We are seeking a highly motivated and experienced Senior Customer Success Manager to join our team. The successful candidate will be responsible for driving user adoption and satisfaction, forging effective customer partnerships, and establishing a trusted advisor/strategic partner relationship with target accounts.

Key Responsibilities:

  • Engage with Customers: Regularly interact with customers to understand their needs, provide value-added services, and ensure high customer retention.
  • Develop Customer Success Plans: Create proactive individual customer success plans, including establishing critical goals and key performance indicators.
  • Monitor Adoption and Use Metrics: Track and manage adoption and use metrics to ensure customers are utilizing the full Motorola Solutions Software Suite.
  • Provide Value-Added Services: Work closely with marketing and training teams to provide customers with regular updates on best practices and what's new.
  • Proactively Identify and Address Issues: Monitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer's experience.
  • Document Customer Interactions: Document customer interactions and keep contact and customer data current and accurate.
  • Develop Deep Understanding of Motorola Solutions' Product Line: Continually nurture a deep understanding of Motorola Solutions' product line to ensure proper implementation and use in every customer's environment.
  • Learn and Share Industry Best Practices: Learn and share industry best practices to solve customer needs.
  • Analyze Data to Drive Decisions: Use and analyze data to drive decisions and strategies on how to manage your portfolio.
  • Demonstrate Gratitude and Celebrate Successes: Demonstrate gratitude to customers, peers, and work partners for their partnership and support, and celebrate the successes of customers, peers, work partners, and yourself.
  • Understand the Business of Public Safety: Clearly understand the business of public safety and have the technical acumen to understand and identify resources needed to resolve existing and anticipated customer issues and needs.
  • Navigate a Highly Matrixed Organization: Ability to navigate a highly matrixed organization and community clearly and concisely to all levels of leadership.
  • Strong Project Management Skills: Strong project management skills with a proven system for tracking multiple customer requests, issues, and strategic plans.
  • Proven Track Record of Leading Process Improvements: A proven track record of leading process improvements within large organizations.
  • Previous Experience Tracking Product Adoption and Customer Engagement: Previous experience tracking product adoption and customer engagement through data-analysis tools.
  • Customer Advocacy: Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs.
  • Executive Presence and Presentation Skills: Strong executive presence and presentation skills.
  • Accounting Principles: Understanding of accounting principles a plus.
  • Ability to Travel: Ability to travel 30-50% to customers.

Basic Requirements:

  • Bachelor's Degree and 5+ Years of Experience: Bachelors Degree and 5+ years of experience in product management, customer success, and/or account management OR 9+ years of experience in product management, customer success, and/or account management.
  • Enterprise-Level Experience: 2+ years of experience working with Enterprise-level customers.
  • Working Knowledge of Motorola Solutions Software: Working knowledge of Motorola Solutions Software to include: APX NEXT application services, CommandCentral, AWARE, Unified Communications.

Travel Requirements: 25-50%

Relocation Provided: No



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