Sr. Analyst Customer Ops at Motorola Solutions

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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 Overview
The 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.
Job Description

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.

Responsibilities

  • 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

Experience:

  • 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


Basic Requirements
  • 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 Requirements
Under 25%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes


EEO Statement

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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • DjangoFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • ITILFrameworks
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • JIRAManagement
    • Microsoft ProjectManagement
    • SmartsheetManagement
    • SalesforceCRM
    • GoogleEmail
    • MarketoLead Gen
    • Oracle EloquaLead Gen

Location

Located in the West Loop, one block from Ogilvie Train Station and Union Train Station. The office is also close to multiple CTA stops.

What are Motorola Solutions Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes telecommuting at Manager discretion.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Happy Hours
Parking
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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