Senior Manager Customer Success

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

Department Overview

Customer Success empowers our customers to identify and unleash the full power of their Command Center Software products and services. We build strong relationships with agencies and key work partners by actively engaging to uncover and understand their most urgent needs and highest priority activities. We are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.
Job Description

This role will manage key activities and projects, establish processes, lead teams, and implement regular reviews and evaluations of success criteria for the following areas:

• Support advocates in gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Coach and manage Advocates as they work to align Motorola Software to the agency’s outcomes

• Coach advocates on how to grow and cultivate strong customer sentiment and references by developing trust over time and delivering consistent follow-through. They will build relationships with the technical and command leadership agency representatives to document agency goals, product use-cases and outcomes

• Trailblaze new processes with key internal work partners in sales, product management, support, deployment, and professional services. In addition, they will ensure the smooth transfer of agency knowledge among onboarding deployment, product and support teams at Motorola Solutions

• Utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for key agency contacts

• Work proactively with customers in their assigned book of business from a holistic perspective that is informed by regional and state specific inputs (current events, policies, etc.) and model this behavior to the team as well as mentor those in need of guidance

• Follow team guidelines and model exemplary behavior to the team as well as coach those in need of guidance; meet or exceed documented quarterly and yearly individual and team goals

• Drive adoption, outcomes and annual recurring revenue and prevent churn; This role purposefully aids the customer in developing plans to maximize the value they get from their Motorola Solutions purchase and remove barriers and challenges that keep customers from achieving their outcomes

Specific Knowledge/Skills:

• 3+ years of people management/leadership experience

• 10+ years of experience in Client Advocacy, Sales, Customer Success, Project Management, and/or Product/Public Safety Domain Knowledge

• Bachelors Degree preferred, MBA a plus

• Analytical Ability (Data) - Uses multiple data points from multiple sources to identify trends, build a business case , make decisions and/or drive actions

• Customer Influence - Power or capacity to affect customer personas in indirect or intangible ways. Consistently delivers on promises and follows up on commitments. Builds strong professional relationships with customers. Viewed by the customer as a trusted adviser, a partner and thought leader with the ability to negotiate and navigate the customer relationship to reach mutually beneficial outcomes

• Communication - Tailors messaging and delivery mechanisms appropriate to audience and situation. Establishes a consistent and clear communication practice. Ensures information and updates flow to work partners , leaders and customers in a timely and succinct fashion. Ability to understand customer and personas 3 wide x 3 deep, to understand customer priorities and varying stakeholders, ability to "read the room"

• Business & Organizational Acumen - Understands the public safety industry and workflows; Continuously stays up to date on trends and issues facing public safety in communities and specific disciplines within the agency; Maintains up to date knowledge of the SaaS technology trends; Understands the key influencers and decision makers both with agencies and at Motorola; Understands the various levels of leadership and chain of command within an agency

• Strong Emotional Control - Maintains a high level of self-awareness. Under stress maintains professional demeanor and decision making; Ability to pause, step out of the emotion and respond thoughtfully identifying and understanding issues underlying the emotion and respond with empathy, facts and data

• Flexibility - Willing and able to adapt to a variety of circumstances; Pivoting when necessary to meet organizational and customer needs

• Internal Influence -Established self as a credible, reliable and trustworthy work partner; Works well with and continually contributes to the success of the team; Consistently delivers on promises and follows up on commitments; Demonstrates the ability to negotiate priorities, navigate internal politics and establish partnerships that drive outcomes; Ability and skills to influence and internal personas and key work partners (sway)

• Planning & Execution -Ability to gather data and develop a plan of action to drive specific and measurable outcomes; Demonstrates ability to fully execute the plan to drive the intended outcomes through completion

• Problem Solving & Root Cause analysis - Ability to craft clear problem statements, validate those statements with key players and identify root cause

• Strong Customer Focus - Ability to see things through the lens of a customer, capture needs, synthesize needs and prioritize the most important needs of the entire customer base vs a single customer interaction; Strong sense of responsibility for the customer experience; Strong commitment to follow-up and follow-through

• Balanced approach - Ability to advocate across business needs (e.g.,support and engineering) to drive the right solution for our customers and for our each team’s business objectives

• Strategic Thinking - Ability to see the "big" picture and design actions to achieve the goals and objectives of the "Big Picture" - Thinks about meeting the current situation with strategies that meet current objectives while anticipating future needs; Ability to anticipate and proactively see needs or issues related to our software, products, services and to take action that benefits the long term objectives

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Basic Requirements

• High School Diploma or equivalent

• 3+ years of people management/leadership experience

• 10+ years of experience in Client Advocacy, Sales, Customer Success, Project Management, and/or Product/Public Safety Domain Knowledge

• Must be able to obtain background clearance as required by government customer

Travel RequirementsOver 50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 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.