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
Motorola Solutions is there for our customers when everything is on the line. In extreme moments — when a hurricane lands or when a fire breaks out. And in everyday moments — when a package arrives just in time for the holiday or when a child doesn’t miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to enable individuals, businesses and communities to work together in more powerful ways. To help people make better decisions, act confidently and be their best in the moments that matter. Bring your passion, potential and talents to Motorola Solutions and connect with a career that matters.
Department OverviewVigilant Solutions has created the most comprehensive online platform for license plate recognition technology for government agencies throughout the world and is using that technology to disrupt the parking enforcement industry. We are primarily focused on implementation and adoption, using proactive and prescriptive engagement models & activity with our customers. In addition, we seed up-sell opportunities and prepare renewals as part of the role. We will use customer segmentation as a methodology to determine how we engage with clients and what activity is performed by the Customer 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. This CSM will work directly with our parking enforcement clients and oversee all implementations for our parking enforcement LPR products. Previous experience in the parking industry is a must. This position is fully remote and can be located anywhere in the US.
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
Motorola Solutions is a U.S. Federal contractor and must comply with the recent U.S. Government Executive Order requiring that Federal contractors ensure that their U.S. employees are fully vaccinated against COVID-19 by December 8, 2021. Accordingly, Motorola Solutions requires all US employees, even those working from home, to be fully vaccinated unless entitled to a reasonable accommodation based on a qualified medical condition or religious belief.
If you are unable to be fully vaccinated due to a qualified medical condition or religious belief, you will be required to apply for a reasonable accommodation prior to moving forward with the recruitment process. As a part of this process you will be required to provide information or documentation about the reason you cannot be vaccinated. If your request for an accommodation is not approved, an offer for employment will not be made.
Referral Payment PlanYes
Our U.S. Benefits include:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits effective Day 1
- 401K with Company Match and Day 1 vesting
- 9 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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.