Customer Success Manager

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their PCR products and services. We build strong relationships with Enterprise Customers to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction. We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, 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

The Customer Success Manager position is responsible for the overall account health of Motorola Solutions’ Enterprise Accounts. This role resides in NA Services, within the Channel Services Organization.

The Customer Success Manager partners with customers across multiple product lines, with an emphasis on PCR Radio products and Dispatch Solutions. The primary responsibility is to remove obstacles, drive issue resolution, ensure service delivery and proactively deliver technical best practices.

The Channel Services organization is dedicated to the long-term success of our Partners and their customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers. This role reports into the Manager, Customer Success and Field Support.

Scope of Responsibilities/Expectations:

• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
• Exercise judgment in selection methods and techniques for obtaining solutions.
• Ensures best practices are being adhered to within the customer's environment.
• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
• Maintains awareness of all complex service matters including technical solutions implementations and activities.
• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment.
• Can explain technical problems and solutions to team/client members.
• Ensures effective coordination and support between account teams and supporting technical resources.
• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.
• Work in collaboration with Partners, Sales, Product, Engineering, Deployment, Customer Success, Development Engineering, and CMSO Support teams throughout the customer engagement.
• Travel 10-25%

Target Base Salary Range: $95,000 - $110,000 USD

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.

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Basic Requirements

• Bachelor's Degree OR 3+ years of experience in one of the following: Field Engineering, customer service, customer support, sales support, account management.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!