Senior Customer Success 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

Job Description

In this full-time role, you will serve as a Senior Customer Success Advocate who works nationwide with new and existing Public Safety clients to maximize usage, value and product satisfaction. Customer Success Advocates are responsible for partnering with customers to promote their full adoption of Motorola products and services, including growing their 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 clearly documented and understood. As a Senior member of the Customer Success team, you are responsible for modeling exemplary behavior from an adherence to process and best practices perspective, mentoring Primary Customer Success Advocates on the team, identifying opportunities for continuous improvement, and driving statewide and regional strategies as appropriate.

Responsibilities include but are not limited to:

• By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Advocates are able to align Motorola Software to the agency’s outcomes, identify any risks or gaps to achieving those outcomes and deliver creative, cross-functional solutions to customer challenges.

• Senior Customer Success 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. 

• Senior Customer Success Advocates will utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for agency contacts.

• Senior Customer Success Advocates work closely with our Support and Onboarding teams to ensure clients are set-up for success and the transition to Customer Success is smooth.

• Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues

• Customer Retention - Develop and implement strategies to minimize client churn

• Drive adoption, outcomes and annual recurring revenue and map out a customer retention strategy that minimizes risk of agency churn.  

• Identify opportunities for account renewal and expansion.  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. 

Key Characteristics:

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

• Aid Motorola’s larger public s