Customer Success Manager, Scaled - US Remote

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

This Customer Success Manager, Scaled will be responsible for executing best-in-class strategies to promote adoption, revenue retention and growth, and customer advocacy for key customers in the Fixed Video and Access (VS&A) division of Motorola Solutions. This role will deliver scaled strategies to drive successful product adoption and business outcomes for this portfolio of customers.

This is a critical role to accelerate our global growth across our portfolio of products. This role will focus on successfully onboarding a large number of new VS&S customers in our scaled space by collaborating with sales and our partners to secure solid product adoption and the ability to grow product and service revenue through the highest quality Customer Success engagement for a large segment of our scaled customers.

Job Description

• Execute on established scaled strategies to elevate the new customer onboarding experience, establish early relationships between end users and Avigilon Motorola, and create a roadmap for helping customers meet their product objectives. 

• Focus on the key metric of driving time-to-value and ROI by enabling rapid and successful onboarding, adoption, and business value for customers.

• Deliver the onboarding playbook including quickly building rapport with new end users, understanding their business use case and goals, delivering new user product training, and ensuring customers have the resources needed to be successful in their role. 

• Monitoring a high volume of customer accounts (±1000) for key risk measures, growth opportunities and overall health and demonstrate strong account management capabilities to drive lifetime customer value

• Proactively engage sales and partner communities to drive awareness of Customer Success and bring in new end users to the program

• Lead cross-functional collaboration with sales, support, and product teams to ensure proper feedback, escalations and key feature requests are managed with product teams

• Spread awareness of Customer Success across the sales and partner community by delivering presentations about the program and outcomes for customers

• Knowledge of the security industry and change management practices for helping customers implement new systems. 

Attributes

• Excellent verbal and written communication skills and experience in  communicating  product value propositions and building trust with customers

• Demonstrated analytical capabilities for reporting and metrics gathering 

• A collaborative team player with a positive attitude that enjoys working closely with people from other regions and functions

• Self-starter that can continuously motivate themselves and others to support their end users

Basic Experience

• 3+ years of account management and/or customer success experience in a SaaS company

• Must have extensive Salesforce experience

• Must be organized and able to manage several queues of new customer requests (slack, google form) and manage 10-20 new customer onboards at one time and move them through the customer lifecycle

Preferred Experience 

• Experience in the sales channel in a technology focused industry

• Preferred understanding of video or access control systems, networking and storage background, other security products or services

• Preferred experience in Gainsight or other CS Tools

Target Base Salary Range: $70,000 - $90,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 3+ years of account management, customer success, support, o