Primary 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're living up to our purpose everyday 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 - safer communities, safer schools, safer hospitals, safer businesses - safer everywhere. We're building integrated technologies that help protect people, property and places. We're connecting public safety agencies and enterprises - enabling the collaboration that's critical for a more proactive approach to safety and security. We're committed to solving for safer every day because 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 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 Solutions 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. 

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, Customer Success Advocates are able to align Motorola Software to the agency’s outcomes.

• 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. 

• 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

• 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 key agency contacts.

• Customer Success Advocates drive adoption, outcomes and annual recurring revenue and 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

• Follow Day in the Life guidelines, meet documented quarterly and yearly individual and team goals

• Advocate for customers internally with key work partners (deployment, sales, support, product)

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

• 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

• Produce customer action plans, project documentation, track all client interaction

• Energetic, kind, self-driven person, committed to deeply understanding customer pain-points, managing expectations, and serving as their trusted partner on behalf of Motorola Solutions..

• Partner with regional/state Sr CSA to develop and implement state strategies