Customer Success Manager 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 OverviewDeveloped for law enforcement, by law enforcement, Vigilant Solutions has created the most comprehensive online platform for generating investigative leads for law enforcement agencies throughout the world. We are primarily focused on Adoption and will use proactive and prescriptive engagement models & activity with our Customers. In addition to the Adoption motion, seeding up-sell opportunities and grooming renewals are part of the role. We will use customer segmentation as a methodology to determine how we engage with Customers and what activity is performed by the Success Manager.
Vigilant Solutions, a Motorola Company, is seeking a talented, energetic, highly-motivated, results oriented individual to join our Customer Success Team as a Customer Success Manager. The primary function of this position is to perform Customer Success Management responsibilities for Motorola’s Software Enterprise Customers in the Western United States.
Key Responsibilities Include:
Engage with Customers post-sale to drive user adoption and satisfaction, ensuring high customer retention.
Passionately explain how our solutions can make an impact on our Customers’ operations within their organization.
Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts.
Work with assigned, targeted Customers to develop a proactive individual Customer Success plan including establishing critical goals and key performance indicators.
Drive Calls to Action and execute playbooks.
Organize and execute Executive Business Reviews with assigned high touch Customers.
Be the go-to resource to ensure our clients have the best possible experience with our platform and our teams.
Ensure Customers achieve their adoption and success targets.
Act as a Voice of the Customer Liaison providing feedback to the Sales, Product, Delivery, Engineering and Support services teams where appropriate.
Manage escalations as needed.
Collaborate with the Sales team on account strategies and help to identify up-sell opportunities.
Collaborate for operational improvement and ensure efficiencies and/or improvements are identified and implemented.
Develop and maintain a working knowledge of all of our Software Enterprise solutions.
Provide required reporting and metrics related to Customer health, churn and retention.
Work directly with the appropriate services and product teams to leverage their domain and technical expertise to provide training and operational knowledge to Customers.
Coordinate and delegate work to those team members as required.
Interact with management and senior customer personnel on matters requiring coordination across organizational lines.
Preferred Skills & Experience:
Bachelors Degree is preferred with additional experience with other customer-facing roles such as Account Management, Consulting, or Project Management experience is a plus. Customer side domain experience in the target industry is also a plus.
Seeking 3+ years of related experience
Highly effective and polished verbal and written communication skills
Demonstrated technical aptitude
Public Safety domain knowledge/experience with LPR, while not required, is a plus.
Demonstrate attention to detail and possess strong organizational skills
Able to work in a fast-paced environment while maintaining a high level of performance.
Highly self-motivated and able to work independently as well within a team.
Experience in creating and executing Customer strategic plans.
Demonstrated ability to facilitate and lead cross-functional teams and resources effectively.
Experience/comfort with building and defining processes.
Strong critical thinking, analytic and problem-solving abilities.
Ability to efficiently use standard business tools, (Microsoft Office Suite, SFDC, Gainsight, Google Apps, other CRM systems, etc.), social media and communication tools and BI and reporting tools.
Experience in the Customer Success discipline and SaaS business models is a plus.
3+ years of related experience
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.