at Motorola Solutions in Chicago, Illinois, United States
Job Description
Company Overview
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live 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 by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.Department OverviewDepartment Description
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 Technical Customer Success Manager for the Motorola Solutions Command Center and Mobile Video Software Portfolio, you will play a critical role in supporting our most technically complex and highly critical customer situations in specific public safety domains. You will provide technical advisory to the Customer Success Team with a deep understanding of how our software is best used by customers.Using your extensive knowledge and experience in either Public Safety Dispatch Centers orLaw Enforcement/Fire Agencies, you will act as a key resource to assist Customer Success Advocates with identifying adoption barriers, establishing outcomes, understanding complex technical configurations, and working with an assigned base of agencies for a specific temporary period. Your focus, whether working with an assigned agency or assigned to assist another Customer Success Advocate, is to empower the technical aptitude and provide advice needed to ensure the team can focus on achieving outcomes and increasing adoption for the customer.
In partnership with the various Motorola internal partners, you will be working directly with assigned Public Safety agencies based on technical or adoption needs.You will build relationships with the agency's technical and command leadership representatives to ensure their agency's needs and objectives are clearly understood, track the progress toward their intended or anticipated outcomes, and assist in gathering and engaging the necessary Motorola internal resources to drive adoption and ongoing product/portfolio use.
You will be working with the Motorola product teams to understand current roadmaps, feature releases, and best practices in configuration and have an awareness of any performance changes that could impact an agency's path to adoption, use, and outcome achievement.
Responsibilities include but are not limited to:
Engage with an assigned group of customers and/or Customer Success Advocates to understand and deliver provisioning, configuration or other technical adjustments that empower the customer to improve or expand their use of the Motorola Solutions Command Center Software or Mobile Video Software portfolio in alignment with their agency goals and objectives
Partner with the product teams to understand new feature/functionality releases and help communicate the impact of those releases to your assigned portfolio
Gather data around product usability and feature requests and use that data to advocate for customer UI enhancements and feature requests with the product teams
Document your customer interactions and keep customer data current and accurate within Gainsight
Escalate issues within Motorola when necessary, taking extreme ownership as you track the escalations through resolution
Continually develop and increase knowledge and understanding of our products and services and the value proposition for customers
Use and analyze data to drive decisions and strategies on how to continually improve the onboarding process
Engage in activities focused on increasing your personal development
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
Core Competencies:
Strong Customer Focus: Demonstrates... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
