Motorola Solutions - Richmond, OH
posted 5 months ago
In this full-time role, you will serve as a Senior Customer Success Manager who works nationwide with new and existing Public Safety clients to maximize usage, value, and product satisfaction. Customer Success Managers are responsible for partnering with customers to promote their full adoption of Motorola products and services, including increasing their ongoing use, value creation, and product satisfaction across key user populations. Their number one goal is to ensure their desired outcomes are clearly documented, understood, and realized. As a senior member of the Customer Success team, you are responsible for modeling exemplary behavior from an adherence to process and best practices perspective, identifying opportunities for continuous improvement, and driving statewide and regional strategies as appropriate. By gaining a deep understanding of who the agency is, what they are trying to achieve both strategically and operationally, Senior Customer Success Managers are able to align Motorola Software to the agency's outcomes, identify any risks or gaps to achieving those outcomes, and deliver creative, cross-functional solutions to customer challenges. They grow and cultivate strong customer sentiment and reference by developing trust over time and delivering consistent follow-through. Building relationships with the technical and command leadership agency representatives to document agency goals, product use-cases, and outcomes is crucial. Senior 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 agency contacts. They work closely with Support and Onboarding teams to ensure clients are set up for success and the transition to Customer Success is smooth. This role also involves providing both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues. Additionally, they are responsible for developing and implementing strategies to minimize client churn, driving adoption, outcomes, and annual recurring revenue, and mapping out a customer retention strategy that minimizes the risk of agency churn.