Customer Success Onboarding Advocate

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 Overview

The Motorola Command Center Software Customer Success Team 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

In this full-time role, you will serve as a Customer Success Onboarding Advocate who works nationwide with new and existing Public Safety clients to maximize usage, value, and product satisfaction.  Customer Success Advocates are responsible for effectively transitioning new businesses from the deployment and activation phase to ongoing use, value creation, and product satisfaction.  Their number one goal is to ensure the customer experience with Motorola Solutions continuously exceeds their expectations and their desired outcomes are documented and understood.

Responsibilities:

• By gaining a deep understanding of who the agency is, and what they are trying to achieve both strategically and operationally, Advocates can align Motorola Solutions Software to the agency’s outcomes. 

• Onboarding Advocates 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. 

• This team will be trailblazing 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 from implementation teams to production 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 your agency contacts.

• Advocates drive adoption, outcomes, and annual recurring revenue.  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. 

Qualifications:

• 5+ years of experience in one of the following: customer advocacy, sales, engineering, public safety, military, or project management.

• Customer success advocate experience preferred.

• Systems and Process Oriented: Enjoy figuring out the best and most efficient way to accomplish a goal and you relish sharing that knowledge with others.

• Relationship Builder: Demonstrated ability to influence and maintain working relationships in large, cross-functional organizations and law enforcement agencies.

• Team Player: Ability to coordinate and collaborate effectively with cross-functional internal resources.

• Strong Customer Focus: Demonstrate understanding of the customer needs, proactively responding and following through on customer commitments. 

• Technical Aptitude: Demonstrated ability to understand the basic premise of the technology utilized in the solutions used by our customers.

• Communication: Ability to communicate clearly and effectively with customers, peers and managers.

• Time Management: Demonstrated ability to prioritize and manage time for customer workload and work-life balance. 

• Responsibility: Demonstrated ownership and commitment to execute on the management of all customers in your portfolio and expectations of your role. 

• Adaptability and Flexibility: Ability to adjust to new situations and continue working at a high level.

• Motivation: Ability to keep yourself motivated, along with those around you.

• Avid