Job description

Company Overview
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.
Department Overview The Motorola Solutions Software Enterprise Customer Success team enables the ongoing growth and adoption of solutions across our software enterprise portfolio and empowers the broader Motorola Solutions team to have a comprehensive view of customer sentiment and satisfaction. We work with new and existing Public Safety clients to ensure their success and delight with the Motorola Solutions Software Enterprise platform and services.
Job Description
As a Major Accounts, Customer Success Advocate you will play a critical role in aiding Motorola’s larger public safety agencies in identifying and extracting the expected value from their Motorola Software portfolio. 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 help them achieve their operational goals through the use of Motorola’s products. In turn, developing the agency into a strong referenceable customer for their Motorola Solutions Software.

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

This role will be responsible for but not limited to the following:

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 Motorola Solutions platform

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 conduct regular training webinars and calls

Monitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer’s experience as a Motorola Software Enterprise Customer

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

Develop and continually nurture a deep understanding of Motorola’s Software Enterprise 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

Specific Knowledge & Skills:
Seeking 5 + years experience in one or more of the following: customer advocacy, sales, engineering, public safety or project management

2+ years working with Enterprise-level customers is desired

Working knowledge of Motorola Software to include: Motorola FLEX, PremierOne, CommandCentral, AWARE, Emergency Call handling.

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 is 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 25+% 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
High school diploma or equivalent
5 + years experience in one or more of the following: customer advocacy, sales, engineering, public safety or project 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.

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