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 OverviewLeads a team or functional area that provides strategic focus to the customer experience. Ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. Develops, evaluates, and implement strategies to gather and respond to client feedback. Works with cross-functional teams to align customer interests with business objectives. Identifies opportunities to improve service delivery. Serves as the primary contact in the customer experience team in resolving issues. Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Job Description

Responsibilities of the Customer Success Team Manager include, but are not limited to:

• Lead, develop and expand the Customer Success Team at MSI/Vigilant
• Be the main point of contact between Vigilant and a number of enterprise accounts
• Serve as the primary contact for the onboarding and implementation of new customers as well as post-go-live support to drive enrollment
• Coordinate, lead, and provide insightful data during reviews with customers
• Understand customer outcomes by communicating with customers, analyze customer health metrics, and by gathering insights unique to the customer
• Represent the voice of the customer to provide input into every core product, marketing, and sales process
• Collaborate closely with MSI/Vigilant team members to support renewals and expansion opportunities
• Manage and communicate ongoing changes in tasks, goals, or performance of each customer
• Develop, manage, and evaluate multiple project timelines, their resources, and their scope
• Provide insights to customers to ensure they get the most out of the platform with the aim of helping grow employee enrollment.

Qualifications:

• Bachelor's degree or the equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities
• 2+ years of leadership experience managing a team of Customer Success Managers and/or Account Managers
• Proven track record of achieving high levels of customer satisfaction and aligning outcomes to company goals
• Outstanding written and verbal communication skills
• Enthusiastic and creative leader with the ability to coach and inspire others
• Willingness to get your "hands dirty" and troubleshoot when needed
• Extremely well organized with the ability to balance multiple concurrent priorities
• Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
• Ability to build rapport with customers
• Ability to prioritize and manage multiple projects
• Excellent written and verbal communication skills
• Positive and professional demeanor

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Basic Requirements

• High school diploma or equivalent
• 2+ years of leadership experience managing a team of Customer Success Managers and/or Account Managers

Vaccine Requirement

Motorola Solutions has implemented a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Any employee who is not vaccinated must wear a mask at all times when at a Motorola Solutions site or otherwise meeting with other Motorola Solutions employees or customers. Employees who have submitted proof of vaccination must follow site-specific or local mask requirements. Additionally, certain local governments or Motorola Solutions' customers may have vaccine requirements that apply to some of our employees.

Travel Requirements10-25%
Relocation ProvidedNone
Position TypeExperienced
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!

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.