Customer Success Manager

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

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 centre software, enabling collaboration in more powerful ways.

Control Room Solutions provide the backbone for emergency response in the UK & Europe. Our applications help 999 operators respond to calls from the public and dispatch out nearby responders, enabling the right response when every second counts.

As our solution has grown from a small startup to one of the leading offerings for Fire & Police agencies, our customers now trust us to solve more of their problems. We are building new products to increase the safety and efficiency of emergency response agencies, and ultimately to help our customers save lives.

Job Description

The role of the Customer Success Manager (CSM) is to oversee all aspects of the deployment of a Motorola Solutions Guardian Suite of Control Room Products to a strategically important customer(s). The CSM will be the primary point of contact with the customer in relation to all deployment and technical issues and will manage any backup resources required in support of these activities.

A Customer Success Manager is a subject-matter expert who uses their technical background to bridge the gap between the operational and technical side of a customer journey.

Additionally, they have an exhaustive understanding of the company’s technology. This allows them to guide the delivery strategy and communicate it to the development team. It’s safe to say that Customer Service Managers hold together the technical and business sides of an organisation.

Typical activities involved in the delivery of a Motorola Solutions software solution for which the Customer Service Manager is responsible include:

• Creation and maintenance of required project plans and all associated project documentation (RAID log, RFCs, Requirements documentation, Contract Changes, Finance)

• Effectively managing customer relationships via remote and on site engagement

• Effectively managing internal and external resources and stakeholders to ensure tasks are completed inline with the project timescales

• Capturing and documenting customer requirements, including business process analysis, technical analysis, etc.

• Producing solution specifications / design and agreeing this with the customer

• Managing the development and testing of upgrades to the solution in alignment with the agreed project plan

• Deployment and customer sign-off of the solution

The Customer Success Manager will work as part of a Customer InLife Team, comprising of business analysts and quality assurance engineers. The Customer Success Manager will report a Senior Manager, Customer Operations.

Basic Requirements

• A formal qualification (Degree) in Computing Science or equivalent experience

• Experience of managing the delivery of large and complex software solutions to major customers

• Proven experience in managing customer requirements

• Proven leadership and motivation of virtual teams

• Excellent communication skills both written and verbal

• Technical experience sufficient to manage and convey issues relating to complex software issues

• Knowledge of AGILE Project management principles - with certification or working towards certification

• Experience of software deployment to UK bluelight (police and fire) agencies is highly desirable

• Experience of UK bluelight (police and fire) Control Room operations is highly desirable

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.

• Two weeks additional pay per year (holiday bonus).

• 25 days holiday entitlement + bank holidays.

• Attractive defined contribution pension scheme.

• Employee stock purchase plan.

• Flexible working options.

• Private medical care.

• Life assurance.

• Enhanced maternity and paternity pay.

• Career development support and wide ranging learning opportunities.

• Employee health and wellbeing support EAP, wellbeing guidance etc.

• Carbon neutral initiatives/goals.

• Corporate social responsibility initiatives including support for volunteering days.

• Well known companies discount scheme.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Company

EEO Statement

Motorola 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.