Customer Success Manager

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 Unified Communications team has a mission to become the leader in creating a highly scalable software platform and communication applications for first responders and industrial workgroups. Our customers rely on these solutions to run their critical business operations in the public safety, manufacturing, and infrastructure sectors. Every single day, we are shaping the future of mobile workgroup solutions for public safety and industrial users worldwide leveraging Motorola’s rich heritage in this space. Our solutions include broadband Push to Talk (PTT), multimedia messaging, location based collaboration, video streaming with full interoperability with land mobile radio (LMR) systems. The products include client apps on Android, iOS, and Windows. Our backend software can be deployed On-Prem, in private data centers, or in a public cloud infrastructure.

Job Description

Customer Success Manager position within Unified Communications Tier 3 department  is a cross-functional, high-visibility role that works closely with Customers, Offer Managers, Sales, Delivery/SI, CMSO, and development teams to ensure that all the PTT Issues are tracked and resolved to  the customer’s experience of using PTT service is positive, seamless and satisfying.

Responsibilities:

• Major Incident Management for Push-to-Talk Carrier Customers.

• Act as a Customer Success Leader for Carrier Customers during Incidents 

• Manage escalations as needed.

• Builds Trust and Transparency with Customers.

• Work with Carrier Customers to develop a proactive individual Customer Success plan including establishing critical goals and key performance indicators.

• Drive Calls to Action Register.

• Organize and execute Executive Business Reviews with assigned high-touch Customers.

• Be the go-to resource to ensure our customers have the best possible experience with our platform and our teams.

• Act as a Voice of the Customer Liaison providing feedback to the Sales, Product, Delivery, Engineering and Support services teams where appropriate.

• Collaborate for operational improvement and ensure efficiencies and/or improvements are identified and implemented.

• Provide required reporting and metrics related to Customer health, churn and retention.

• Work directly with the appropriate services and product teams to leverage their domain and technical expertise to provide training and operational knowledge to Customers.

• Interact with management and senior customer personnel on matters requiring coordination across organizational lines.

• Administer onboarding projects and kick-off calls.

Qualifications:

• Seeking 3+ years of customer success/customer service or project management experience, overall 10+ years of industry experience.

• Demonstrated understanding of SRE & Agile methodologies, ITIL methodologies, ITIL v3 or v4 certification.

• A Bachelor's Degree is preferred with additional experience in other customer-facing roles such as Account Management, Consulting, or Project Management experience is a plus. 

• Strong project management, ability to successfully manage multiple tasks at any given point, strong relationship building skills & communication skills.

• Support ,align efforts to meet customer and business needs.

• Should have experience with ticketing tools like ServiceDesk, Jira..etc

• Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results.

• Excellent communication skills, basic G Suite skills.

• Highly effective and polished verbal and written communication skills.

• Demonstrate attention to detail and possess strong organizational skills.

• Experience in creating and executing Customer strategic plans.

• Experience in the Customer Success discipline an