Customer Success Advocate - CA Rave Products

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

As a Customer Success Advocate, you will play a critical role in aiding Motorola Solutions' larger Public Safety agencies in identifying and extracting the expected value from their Motorola products. As their main point of contact, your customers will lean on you to provide best practices, understand their workflows, organizational structures and overall usage requirements, and to help them achieve their operational goals. In turn, you are developing the agency into a strong referenceable customer. By actively engaging with customers following their software deployment and proactively monitoring application adoption and usage, you will be supporting the continuation of paid subscriptions.

Job Description

Scope of Responsibilities/Expectations:

• This Customer Success Advocate role plays an integral role in supporting our MSI Rave Alert and Data Share customers in California by ensuring that assigned accounts leverage the full capabilities of their solutions. 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 MSI's relationships across the assigned portfolio. The CSA will engage with our customers both in-person and over the web, phone and email.

For an assigned portfolio of 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 MSI 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 MSI 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

Preferred Skills and 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

• Background in Project Management preferred

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

• Associates degree or higher in Computer Science or Business Management, OR 4+ years of work experience in Customer Success related roles.

• Travel expected to be 40-50%

• Must be able to obtain background clearance as required by the Customer and Motorola Solutions Inc.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers

Target Base Salary Range: $100,000- $120,000

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.

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Basic Requirements

• Associates degree or higher in Computer Science or Business Management, OR 4+ years of work experience in Customer Success related roles.

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

• Must be able to obtain background clearance as required by the Customer and Motorola Solutions Inc.

• 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

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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

About Us

MOTOROLA SOLUTIONS 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. Learn more at www.motorolasolutions.com.

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.