Customer Success Senior Manager
Company: Motorola Solutions
Location: Texas City
Posted on: May 28, 2023
Job Description:
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
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
- They will 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:
- 10+ years of experience in Client Advocacy, Sales, Customer
Success or Product/Public Safety Domain Knowledge
- Bachelors Degree preferred, MBA a plus
- Experience leading a team preferred
- 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
- 10+ years of experience in Client Advocacy, Sales, Customer
Success or Product/Public Safety Domain Knowledge
- Must be able to obtain background clearance as required by
government customer Travel Requirements
25-50%
Relocation Provided
None
Position Type
Experienced
Referral Payment Plan
Yes
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.
Keywords: Motorola Solutions, Texas City , Customer Success Senior Manager, Executive , Texas City, Texas
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