APX NEXT Customer Success Advocate

Company OverviewAt 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 OverviewAs a 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 adoption and usage, you will be supporting the continuation of paid subscriptions.Your Day-to-Day:Engage with your customers through regular calls, business reviews, and daily needsMonitor and manage adoption and use metrics to ensure customers are utilizing the full APX NEXT Software SuiteCreate success plans for your customers and document customer progress toward established goals and resultsManage escalations closely, acting as the quarterback for all critical issues and ensuring multiple internal teams are alignedCommunicating major milestones and updates to Sr. Leadership on a regular basisWork closely with marketing and training teams to provide customers with regular updates on best practices and what's newMonitor the health of all customers in your assigned portfolio to proactively identify and address issues impacting the customer's experience as an APX NEXT CustomerDocument customer interactions and keep contact and customer data current and accurateDevelop and continually nurture a deep understanding of Motorola's APX NEXT product line to ensure proper implementation and use in every customer's environmentLearn and share industry best practices in order to solve customer needsUse and analyze data to drive decisions and strategies on how you manage your portfolioDemonstrate gratitude to your customers, your peers, and work partners for their partnership and supportCelebrate the successes of your customers, peers, work partners, and yourselfClearly understand the business of Public Safety - have the technical acumen to understand and identify resources needed to resolve existing and anticipated customer issues and needsAbility to navigate a highly matrixed organization and community clearly and concisely to all levels of leadership.Working knowledge of Motorola Solutions Software to include: APX NEXT application services, Command Central, AWARE, Unified CommunicationsStrong project management skills with a proven system for tracking multiple customer requests, issues and strategic plansA proven track record of leading process improvements within large organizationsPrevious experience tracking product adoption and customer engagement through data-analysis toolsExperience serving as a customer advocate with the ability to understand the needs of the client and deliver on those needsStrong executive presence and presentation skillsUnderstanding of accounting principles a plusAbility to stay on-task with minimal supervisionDemonstrated ability to deal with change and excel in high-stress situationsProficiency in the use of Microsoft Office as well as the Google Suite of products, Gainsight a plusBasic RequirementsBachelors Degree and 5+ years of experience in product management, customer success, and/or account management OR 9+ years of experience in product management, customer success, and/or account management2+ years of experience working with Enterprise-level customersAbility to travel 30-50% to customersTravel Requirements:

25-50%Relocation Provided:

NonePosition Type:

ExperiencedReferral Payment Plan:

YesOur U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola 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.We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email ohr@motorolasolutions.com.

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