Strategic Account Manager

Company Overview

​At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions is building talent pipelines to meet future hiring demands. This is a pipeline role, while there is not an immediate opening, we want to build relationships with prospective candidates like you. If your background is a match to our requirements, we’ll follow up with an exploratory conversation.

Job Description

The Senior Customer Success Manager position resides in Global Services, within the Video and Software Service Organization. This person plays an integral strategic account management role in supporting Motorola Solutions and our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their solutions. This role is responsible for the day-to-day management of the customer services contracts and services relationships.  They ensure we are meeting our contractual obligations, provide exceptional expertise in our software and mobile video solutions, and drive the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Software and Video Services Territory Manager.

• The Customer Success Team is core to the success of Motorola’s customers. The Senior Customer Success Manager plays an integral role in supporting our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their Rave solutions. 

• The successful candidate will be comfortable in a role that includes interfacing not only with customers and end users, but also stakeholder groups that represent the customers being served and can help influence the overall success of Motorola’s relationships across the assigned portfolio. The Senior CSM will engage with our customers in-person, virtually, phone, and email. 

• For an assigned portfolio of strategic customer accounts:

• Develop a trusted advisor relationship with customers, stakeholders, and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value

• Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training, and product development

• Educate customers on new product features and capabilities 

• Partner with internal stakeholders to align account activities with the customer's business case and strategy

• Coordinate and participate in regional customer / user group meetings, designed to drive product utilization, share best practices and to obtain feedback from customers

• Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, throughout the customers’ journey

• Help negotiate and drive renewals. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

• Utilize multiple tools to engage with customers both proactively and reactively 

• Achieve monthly, quarterly, and yearly goals and defined objectives related to customer adoption, retention, and renewals

• Identify opportunities for expansion and cross-sell

• Attend and participate in industry events and conferences

PROFESSIONAL QUALIFICATIONS

• 7+ years of direct experience in public safety, emergency management, K12 operations or education, 911 communications, business continuity, security, or a related field

• Experience utilizing, training, or providing software-as-a-service technology solutions designed to impact public safety

• Strong presentation, excellent verbal and written communication skills with an ability to influence others

• Fanatical about customer suc