Motorola Solutions is looking to solve the problem of maximizing customer usage, value, and product satisfaction for their US Federal Government Public Safety clients, specifically with the APX NEXT and APX N-Line software portfolio and its integrations. The goal is to ensure customers achieve their desired outcomes and realize the full potential of their Motorola Solutions purchases.
Requirements
- Working knowledge of Motorola Solutions Land Mobile Radio, Command Center and Mobile Video Software including: Motorola FLEX, PremierOne, CommandCentral, AWARE, Vesta, Rave Solutions, Mobile Video, and License Plate Recognition.
- Strong portfolio management skills with a proven system for tracking multiple customer requests, issues, and strategic plans.
- Previous experience tracking product adoption and customer engagement through data-analysis tools.
- Proficiency in the use of the Google Suite products.
- Gainsight and Salesforce experience is a plus.
- Technical Aptitude: Demonstrated ability to understand the basic premise of the technology utilized in the solutions used by our customers.
- Project management skill set is highly useful.
Responsibilities
- By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Managers are able to align Motorola Software to the agency’s outcomes, identify any risks or gaps to achieving those outcomes and deliver creative, cross-functional solutions to customer challenges.
- Senior Customer Success Managers grow and cultivate strong customer sentiment and reference by developing trust over time and delivering consistent follow-through.
- Senior Customer Success Managers will utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for agency contacts.
- Senior Customer Success Managers work closely with our Support and Onboarding teams to ensure clients are set-up for success and the transition to Customer Success is smooth.
- Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues.
- Drive adoption, outcomes and annual recurring revenue and map out a customer retention strategy that minimizes risk of agency churn.
- Identify opportunities for account renewal and expansion.
Other
- Serve as a Senior Customer Success Manager who works regionally with new and existing US Federal Government Public Safety clients to maximize usage, value and product satisfaction.
- Partnering with customers to promote their full adoption of Motorola products and services, including increasing their ongoing use, value creation and product satisfaction across key user populations.
- Their number one goal is to ensure their desired outcomes are clearly documented, understood and realized.
- Responsible for modeling exemplary behavior from an adherence to process and best practices perspective, identifying opportunities for continuous improvement, and driving statewide and regional strategies as appropriate.
- Ability to travel 35+% to customers.
