Sr. Analyst Customer Ops at Motorola Solutions
If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department OverviewThe Motorola Solutions Software Enterprise Customer Success team measures customer outcomes and delivers superior customer experiences that contribute to outstanding references. We enable the ongoing growth and adoption of solutions across our software enterprise portfolio and empower the broader Motorola Solutions team to have a comprehensive view of customer sentiment and satisfaction. We work with new and existing Public Safety clients to ensure they are successful with, and delighted by the Motorola Solutions Software Enterprise platform and services.
The CommandCentral Customer Success Advocate (CSA) is an educator and a problem solver who owns the post-implementation customer experience while being responsible for monitoring and driving improvement to the overall customer journey for Motorola cloud solutions in the public safety space. Your main focus is driving deeper product adoption and overall retention.
You are comfortable mapping processes and are passionate about defining exceptional customer journeys. You are able to dive deep to understand technical issues and features as well as see the big picture to ensure the end-to-end customer experience is defined, well communicated and understood by stakeholders. Customers will look to you as their cloud consultant as you will be guiding them as they contemplate, plan and implement the migration of complex public safety computer aided dispatch, records/evidence, and community engagement systems from on-prem to cloud. These are significant changes that will impact our customers deeply and will therefore require the ability to empathize while providing the right tools and the appropriate time.
Develop a trusted advisor relationship with public safety agencies to ensure customers’ use of our cloud software solutions closely align with their business strategy and goals
Collect, analyze and use data and feedback to make the customers’ experience seamless, consistent and exceptional
Identify opportunities to expand customer relationships and deepen product suite adoption in collaboration with Product Management and Sales
Possess a comprehensive understanding of the CommandCentral cloud product portfolio to serve in a consultative role to optimize customers’ use of our software
Serve as the primary escalation point for customer issues and concerns, and engage with the necessary technical resources to drive resolution
De-escalate situations through issue identification, get-well plan development, constant communication, and, most importantly, having a strong customer relationship
Collaborate with other CSAs to identify trends, lessons learned and best practices as well as develop quarterly communication plans
Proactively communicate product features, bugs, release information, and training opportunities to ensure customers are informed, fully engaged and are receiving the value that they expect
Track account health to identify cancellation risk and actively work to eliminate that risk via creative solutions
Define and utilize analytics to inform and guide customers on better product usage, identify trends/best practices, and provide feedback to internal stakeholders
Understand and make recommendations for product and process improvements based on observation and customer product use
Identify processes that negatively impact customers; collaborate with internal stakeholders through strong relationships to improve these processes
Interact frequently with customers ranging from technicians to C-level executives
Bachelor’s Degree is preferred
4+ years experience in one of the following: account management, client services, customer success or product/public safety domain knowledge
Strong knowledge of cloud applications and architecture, including migrations from on-prem to SaaS (preferably in a highly regulated industry)
Proven track record of building and nurturing successful customer relationships
Demonstrated ability to deal with change and excel in high-stress situations
Master at multitasking, with ability to juggle multiple accounts simultaneously with outstanding attention to detail
Exceptional organizational, presentation, and communication skills, both verbal and written
Ability to efficiently use standard business tools (e.g., Microsoft Office Suite, SFDC, Gainsight, Google Apps, other CRM systems), social media and communication tools and BI and reporting tools.
Ability to travel 25% to customers in assigned territory
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
- 4+ years experience in one of the following: customer advocacy, sales, engineering, public safety or project management
- Must be able to obtain background clearance as required by government customer
Travel RequirementsUnder 25%
Referral Payment PlanYes
Motorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.