Strategic Account Manager - Arizona

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

It's rare to work at a company where you can truly make a difference and even help save a life. Rave's software-as-a-service (SaaS) suite keeps millions of people across the United States safe, secure, and connected. Rave partners with K-12 schools, colleges and universities, state and local governments and companies throughout the US and Canada to enable them to prepare better, respond faster, and communicate more effectively before, during and after emergencies through innovative technology. We are looking for a customer success fanatic with a devotion to supporting one or more of Rave’s top-tier, strategic accounts. You should be passionate about improving public safety, cutting edge technology, and consistently wowing customers through a collaborative partnership.

Job Description

The Customer Success Team is core to the success of Rave’s customers. The Strategic Account Manager (SAM) plays an integral role in supporting Rave and our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their Rave solutions. 

**This hire will be our lead SAM for the State of Arizona, requiring in-state residency in AZ.

The successful candidate will be comfortable in a role that includes interfacing not only with customers and end users of Rave’s solutions, but also stakeholder groups that represent the customers being served and can help influence the overall success of Rave’s relationships across the assigned portfolio. The SAM will engage with our customers both in-person and over the web, phone, and email. 

For an assigned portfolio of strategic customer accounts:

• Develop a trusted advisor relationship with customers, stakeholders, and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value

• Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training, and product development

• Educate customers on new product features and capabilities 

• Partner with internal Rave stakeholders to align account activities with the customer's business case and strategy

• Coordinate and participate in regional customer / user group meetings, designed to drive product utilization, share best practices and to obtain feedback from Rave customers

• Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, throughout the customers’ journey

• Help negotiate and drive renewals. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal

• Utilize multiple tools to engage with customers both proactively and reactively 

• Achieve monthly, quarterly, and yearly goals and defined objectives related to customer adoption, retention, and renewals

• Identify opportunities for expansion and cross-sell

• Attend and participate in industry events and conferences

PROFESSIONAL QUALIFICATIONS

• 7+ years of direct experience in public safety, emergency management, K12 operations or education, communications, business continuity, security, or a related field

• Experience utilizing, training, or providing software-as-a-service technology solutions designed to impact public safety

• Strong presentation, excellent verbal and written communication skills with an ability to influence others

• Fanatical about customer success and driving customer value

• Strategically minded, self-starter with the ability to multi-task, prioritize, and scale

• Flexible, adaptable and collaborative team player with strong interpersonal skills

• Experience working directly with customers and multiple project stakeholders 

• Takes pride in and exhibits high degree of ownership over their work

• Proficiency in Microsoft Office suite

• Reside within the state of