Company Overview

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we’re living up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer - safer communities, safer schools, safer hospitals, safer businesses – safer everywhere. We’re building integrated technologies that help protect people, property and places. We’re connecting public safety agencies and enterprises – enabling the collaboration that’s critical for a more proactive approach to safety and security. We’re committed to solving for safer every day because the work we do here matters.

Department Overview

The Motorola Command Center Software Customer Success Team empowers our customers to identify and unleash the full power of their Command Center Software products and services. We build strong relationships with agencies 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

As a Senior 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 APX NEXT application ecosystem. 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 through the use of Motorola’s products. In turn, you are developing the agency into a strong referenceable customer for APX NEXT. By actively engaging with customers following their radio deployment and proactively monitoring application usage, you will be supporting the continuation of paid subscriptions.

You will leverage your demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for your agency contacts. You will also work closely with multiple cross-functional teams by providing invaluable insight into customers' needs and challenges as well as helping influence and guide internal product roadmaps and projects. As someone that wears multiple hats, from project management to product expert to consultant, you will continually be focused on making your customers more efficient and more confident within their daily workflows.

In partnership with the various Motorola Solutions internal partners including the Field Area Sales Representative for Radio, the assigned Software Enterprise and ASTRO Solutions Sales Overlay representatives, and the Customer Support Manager, you will be working directly with some of the largest Public Safety agencies in North America. You will build relationships with the technical and command leadership agency representatives to ensure their and their agency needs and objectives are clearly understood, track progress toward their intended or anticipated outcomes defined in their reason for purchase, and assist in gathering and engaging the necessary Motorola Solutions internal resources to address issues that may arise or overcome barriers to the achievement of the agency’s objectives or path to reference ability.

Your Day-to-Day:

• Engage with your customers through regular calls, business reviews, and daily needs

• Monitor and manage adoption and use metrics to ensure customers are utilizing the full APX NEXT Software Suite Create success plans for your customers and document customer progress toward established goals and results

• Manage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are aligned

• Communicating major milestones and updates to Sr. Leadership on a regular basis

• Work closely with marketing and training teams to provide customers with regular updates on best practices and what’s new

• Monitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer’s experience as an APX NEXT Customer

• Document customer interactions and keep contact and customer data current and accurate

• Develop and continually nurture a deep understanding of Motorola’s APX NEXT product line to ensure proper implementation and use in every customer's environment

• Learn and share industry best practices in order to solve customer needs

• Use and analyze data to drive decisions and strategies on how you manage your portfolio

• Demonstrate gratitude to your customers, your peers, and work partners for their partnership and support

• Celebrate the successes of your customers, peers, work partners, and yourself

• Clearly understand the business of Public Safety - have the technical acumen to understand and identify resources needed to resolve existing and anticipated customer issues and needs

• Ability to navigate a highly matrixed organization and community clearly and concisely to all levels of leadership

Specific Knowledge /Skills:

• Bachelors Degree and 5+ years of experience in product management, product integration, public safety, customer success, and/or account management

• OR 9+ product management, product integration, public safety, customer success, and/or account management

• 2+ years of experience working with Enterprise-level customers

• Working knowledge of Motorola Solutions Software to include: APX NEXT application services, CommandCentral, AWARE, Unified Communications

• Strong project management skills with a proven system for tracking multiple customer requests, issues and strategic plans

• A proven track record of leading process improvements within large organizations

• Previous experience tracking product adoption and customer engagement through data-analysis tools

• Experience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needs

• Strong executive presence and presentation skills

• Understanding of accounting principles a plus

• Ability to stay on-task with minimal supervision

• Demonstrated ability to deal with change and excel in high-stress situations

• Proficiency in the use of Microsoft Office as well as the Google Suite of products, Gainsight a plus

• Ability to travel 30-50% to customers

• 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.

Basic Requirements

• Bachelors Degree and 5+ years of experience in product management, product integration, public safety, customer success, and/or account management

• OR 9+ years of experience in product management, product integration, public safety, customer success, and/or account management

• Must be able to obtain background clearance as required by government customer

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
• 9 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 and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or, any other protected characteristic.