Customer Success Manager - US Remote

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department OverviewCustomer Success is apart of the Customer Experience organization, responsible for all post sales support and customer management.
Job Description

Job Summary

This Customer Success Manager will be responsible for executing best-in-class strategies to promote adoption, revenue retention and growth, and customer advocacy for key customers in the Fixed Video (VS&A) division of Motorola Solutions. This role will deliver strategic offerings and services to drive successful product adoption and business outcomes for this portfolio of customers.

This is a critical role to accelerate our global growth across our portfolio of products. This role will successfully collaborate with sales and our partners to secure solid product adoption and the ability to grow product and service revenue through the highest quality Customer Success engagement for our customers.

Requirements

• Execute on established strategies to maximize business and product value while focusing on the customer relationship and delivering successful outcomes across portfolio of assigned accounts

• Develop and deliver best practices, KPIs, and strategies for account adoption, retention, expansion, and advocacy

• Drive time-to-value and ROI metrics by enabling rapid and successful onboarding, adoption, and business value

• Guide the use and improvement of key systems and deliverables, including success plans, customer health scorecards, and business review presentations

• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive lifetime customer value

• Work closely with sales and marketing on customer advocacy, reviews, and lead generation strategies

• Lead cross-functional collaboration with sales, support, and product teams to ensure proper feedback, escalations and product and process improvement

• Help foster culture of Customer Success

• Knowledge of the security industry and large, expansive installments of security measures and applications in various industries.

Attributes

• Excellent verbal and written communication skills and experience in communicating product value propositions and building trust with customers

• Demonstrated analytical capabilities for reporting and metrics gathering 

• A collaborative team player that enjoys working closely with people from other regions and function

• Help elevate and encourage those around you 

Basic Experience

• 5+ years of account management and/or customer success experience in a SaaS company

• Must have extensive Salesforce experience

Preferred Experience 

• Experience in the sales channel in a technology focused industry

• Preferred understanding of video or access control systems, networking and storage background, other security products or services

• Preferred experience in Gainsight or other CS Tools

This position is a remote position. Due to working schedule and travel candidates need to be located in the Northeast US.

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Basic Requirements

• 5+ years of account management and/or customer success experience in a SaaS company

• Must have extensive Salesforce experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 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. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].