Customer Success Manager

Overview

Motorola Solutions focuses on people. We’re a global close-knit community united by the pursuit to help keep people safer. Our critical communications, video security and command center technologies support public safety agencies and enterprises, enabling 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 Enterprise Software Customer Success Team empowers our customers to identify and unleash the full power of their Enterprise Software products and services. We build strong relationships with organizations and key work partners by actively engaging to uncover and understand their most urgent needs and highest priority activities. 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

In this full-time role, you will serve as a Customer Success Manager who works with new and existing enterprise customers to maximize product adoption, usage and satisfaction as well as ensure customers are receiving their support entitlements according to their contract.

The ideal candidate will be responsible for building strong, long-lasting relationships with our Enterprise clients, ensuring they achieve maximum value from our software solutions, and driving retention, expansion, and advocacy in coordination with account managers (sales).

Customer Success Managers are responsible for partnering with customers to promote their full adoption of enterprise software solutions and services, including growing their ongoing use, value creation and overall satisfaction.

Their number one goal is to ensure the customer experience with Motorola Solutions continuously exceeds their expectations and their desired outcomes are clearly documented and understood.

Responsibilities

• By gaining a deep understanding of who the organization is, what they are trying to achieve both strategically and operationally, Customer Success Managers are able to align Motorola’s Enterprise Software to the organization’s outcomes.
• Customer Success Managers grow and cultivate strong customer sentiment and references by developing trust over time and delivering consistent follow-through. They will build relationships with technical, operational and business leadership representatives to document organization goals, product use-cases and outcomes.
• Customer Success Managers work closely with our Support and Onboarding teams to ensure clients are set-up for success and the transition to Customer Success is smooth.
• Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues.
• Customer Retention – Develop and implement strategies to minimize client churn.
• Customer Success Managers will utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for key organization contacts.
• Customer Success Managers drive adoption, outcomes and annual recurring revenue and identify opportunities for account renewal and expansion.
• Customer Success Managers work in coordination with account managers to identify and support expansion sales opportunities within the customer account.
• This role purposefully aids the customer in developing plans to maximize the value they get from their Motorola Solutions purchase and remove barriers and challenges that keep customers from achieving their outcomes.

Basic Requirements

• 4+ years experience in one of the following: customer advocacy, sales, engineering, or project management.
• Experience with CRM software (e.g., Salesforce, HubSpot) and Customer Success platforms (e.g., Gainsight, ChurnZero).
• Must be able to obtain background clearance as required by customers.
• Familiar with (or proven aptitude for understanding similar software) the Noggin enterprise software.

In Return For Your Expertise, We’ll Support You In This New Challenge With Coaching & Development Every Step Of The Way. Also, To Reward Your Hard Work You’ll Get

• Competitive salary and bonus schemes.
• Two weeks additional pay per year (holiday bonus).
• 25 days holiday entitlement + bank holidays.
• Attractive defined contribution pension scheme.
• Employee stock purchase plan.
• Flexible working options.
• Private medical care.
• Life assurance.
• Enhanced maternity and paternity pay.
• Career development support and wide ranging learning opportunities.
• Employee health and wellbeing support EAP, wellbeing guidance etc.
• Carbon neutral initiatives/goals.
• Corporate social responsibility initiatives including support for volunteering days.
• Well known companies discount scheme.

Travel and Relocation

Travel: Under 25%

Relocation: None

Position Type: Experienced

Referral Payment Plan: Yes

Company

Motorola Solutions UK Limited

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.