Customer Success Onboarding Advocate

Company Overview

At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that 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 clearly documented and understood.

Responsibilities include but are not limited to:

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

• Customer Success 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.

• Customer Success Onboarding 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:

• High School Diploma or equivalent

• 5+ years of experience in one or more 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 hig