Customer Success Advocate APX NEXT: West Region

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 Solutions Customer Success team enables the ongoing growth and adoption of software across the portfolio and empowers the broader Motorola Solutions team to have a comprehensive view of customer sentiment and satisfaction. We work with new and existing Public Safety clients to ensure their success and delight with Motorola Solutions Software.

As a Senior Customer Success Advocate, you will play a critical role in aiding Motorola Solutions' larger Public Safety agencies in identifying and extracting the expected value from their APX NEXT application ecosystem. As their main point of contact, your customers will lean on you to provide best practices, understand their workflows, organizational structures and overall usage requirements, and to help them achieve their operational goals through the use of Motorola’s products. In turn, you are developing the agency into a strong referenceable customer for APX NEXT. By actively engaging with customers following their radio deployment and proactively monitoring application adoption and usage, you will be supporting the continuation of paid subscriptions.

You will leverage your demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for your agency contacts. You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges as well as helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

Job Description

In partnership with the various Motorola Solutions internal partners including the Field Area Sales Representative for Radio, the assigned Software Enterprise and ASTRO Solutions Sales Overlay representatives, Software Renewals Team and the Customer Support Manager, you will be working directly with some of the largest Public Safety agencies in North America. You will build relationships with the technical and command leadership agency representatives to ensure their and their agency needs and objectives are clearly understood, track progress toward their intended or anticipated outcomes defined in their reason for purchase, and assist in gathering and engaging the necessary Motorola Solutions internal resources to address issues that may arise or overcome barriers to the achievement of the agency’s objectives or path to referenceability.

Your Day-to-Day:

• Engage with your customers through regular calls, business reviews, and daily needs

• Monitor and manage adoption and use metrics to ensure customers are utilizing the full APX NEXT Software Suite 

• Create success plans for your customers and document customer progress toward established goals and results

• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned

• Communicating major milestones and updates to Sr. Leadership on a regular basis

• Work closely with marketing and training teams to provide customers with regular updates on best practices and what’s new

• Monitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer’s experience as an APX NEXT Customer

• Document customer interactions and keep contact and customer data current and accurate

• Develop and continually nurture a deep understanding of Motorola’s APX NEXT product line to ensure proper implementation and use in every customer's environment

• Learn and share industry best practices in order to solve customer needs

• Use