Statewide Customer Success Advocate

The Statewide Customer Success Advocate position resides in Global Services, within the Video and Software Service Organization. This person plays an integral strategic account management role in supporting Motorola Solutions and our top-tier customers by ensuring that assigned accounts leverage the full capabilities of their solutions. This role is responsible for the day-to-day management of the customer services contracts and services relationships. They ensure we are meeting our contractual obligations, provide exceptional expertise in our software and mobile video solutions, and drive the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our 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 Software and Video Services Territory Manager.

• The Customer Success Team is core to the success of Motorola’s customers. The Statewide Customer Success Advocate plays an integral role in supporting our top-tier customers by ensuring that assigned accounts leverage the full capabilities of Rave and Aware solutions.
• The successful candidate will be comfortable in a role that includes interfacing not only with customers and end users, but also stakeholder groups that represent the customers being served and can help influence the overall success of Motorola’s relationships across the assigned portfolio. The Statewide CSA will engage with our customers in-person, virtually, 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 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 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, 911 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 multitask, 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 and Google suite
• Reside within the state of Tennessee
• Valid Driver’s License
• Ability to travel up to 50%
• Basic knowledge of CRM platforms (Salesforce), CS analytics platforms, mobile and software-as-a-service (SaaS) applications.
• Must be able to obtain background clearance as required by government customer(s).
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Target Base Salary Range: $100,000-$110,000

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

• Bachelor's Degree and 5+ years of direct experience in public safety, emergency management, K12 operations or education, 911 communications, business continuity, security, or a related field
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes