Customer Success Manager

Motorola Solutions; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary and bonus schemes

Two weeks additional pay per year (hol

25 days holiday entitlement + bank

Private medical insurance

Employee stock purchase plan

Flexible working options

Life assurance

Enhanced maternity and paternity pay

Career development support

Job summary

Motorola Solutions UK Limited is seeking a Customer Success Manager to join the Guardian InLife team in a remote UK setting. You will act as the dedicated single point of contact for assigned customer accounts, managing the in-life journey and maintaining relationship health, while coordinating with cross-functional teams to uphold a unified account strategy.

Key responsibilities include leading incident and problem reviews, managing DevOps backlog reviews, and coordinating software upgrades

Qualifications

• Bachelor's degree in Business, IT, Engineering, or a technical field.
• Solid experience in Customer Success, Technical Project Management, or ITSM.
• ServiceNow and Azure DevOps experience to manage Change Requests, Backlog reviews, Wiki, and Work Item tracking.
• Knowledge of software release cycles (Staging vs. Production), UAT, and infrastructure patching.
• Excellent technical communication in English to translate changes into advisories and conduct live bridge calls.

Responsibilities

• Act as the dedicated single point of contact for assigned customer accounts, managing their ongoing in-life journey and relationship health.
• Lead customer Incident and Problem review meetings with the Service Desk to address operational issues and fixes.
• Own, run, and manage customer DevOps Backlog Review meetings to prioritize user stories, bugs, and actions.
• Schedule and coordinate software upgrades from Staging environments through UAT to Production.
• Draft and dispatch technical customer advisories and coordinate Change Requests with Engineering, Hosting, and vendors.

Skills

Customer Success

Account Management

Project Management

Technical Communication

Cross-Functional Collaboration

ITSM

Vendor Coordination

Education

Bachelor's degree in Business, IT, Engineering, or a technical field

Tools

ServiceNow

Azure DevOps

Job description

## Customer Success ManagerApply: UK London Area OFFSITE: Full time: Posted Today: R69451## **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**The Guardian InLife Team is dedicated to managing the post-implementation journey of live customers utilizing Motorola Solutions products. Serving as the primary point of contact for all operational engagements, the team helps to ensure a seamless experience across both the Guardian portfolio (including Guardian CAD, CADView, ICCS, Mobile, and DEMS) and the wider Motorola Solutions safety and security ecosystem. We build and connect technologies to help protect people, property, and places, fostering collaboration across critical public safety and enterprise systems.## Job Description**Key Responsibilities** **Customer Relationship & Account Management*** Act as the dedicated single point of contact for assigned customer accounts, managing their ongoing in-life journey and overall relationship health* Author and distribute monthly Service Pack reports, as well as schedule and deliver quarterly face-to-face Service Reviews to evaluate performance and identify integration opportunities* Manage account financial reporting both internally and externally, coordinating quarterly alignment with cross-functional success teams to maintain a unified account strategy **Incident, Problem, & Backlog Governance*** Co-lead regular customer Incident and Problem review meetings alongside the Service Desk team to address operational issues and bug fixes* Own, run, and manage customer DevOps Backlog Review meetings to prioritize user stories, bugs, and action items toward smooth resolution* Administer Azure DevOps access, permissions, and operational functions for both customer and internal stakeholders **Software Upgrades & Vendor Coordination*** Schedule and coordinate software upgrades from Staging environments through User Acceptance Testing (UAT) and into Production execution* Raise, document, and track ServiceNow Change Requests (CRs) while coordinating with Engineering, Hosting, and third-party vendors (such as Mitel) to secure technical resources* Draft and dispatch technical customer advisories, host live Bridge Meetings during maintenance windows, and manage alert notifications for potential network impacts## Basic Requirements* Bachelor's Degree in Business, Information Technology, Engineering, or a technical field* Solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM) **Job Requirements** **Technical Expertise*** **ServiceNow & Azure DevOps** experience to manage Change Requests, Backlog reviews, Wiki, and Work Item tracking* **Software Release Knowledge** to navigate software release cycles (Staging vs. Production environments), User Acceptance Testing (UAT), and infrastructure patching* **Technical Communication** skills in English to translate complex technical changes into clear customer advisories and conduct live bridge calls **Professional Experience*** **Cross-Functional Collaboration** expertise to coordinate across internal teams (Business Analysts, Hosting Engineers, Test Engineers) and third-party vendors* **Operational Governance** experience managing incident/problem reviews, account financials, and quarterly performance presentations **Preferred Qualifications (Optional)*** Experience within a SaaS, public safety, or telecommunications environment* Familiarity with TETRA alert environments or mission-critical control room operations **Company Rewards & Benefits** In return for your expertise, we’ll support you in this new challenge with coaching and 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* Private medical insurance* Employee stock purchase plan* Flexible working options* Life assurance* Enhanced maternity and paternity pay* Career development support and wide-ranging learning opportunities* Employee health and wellbeing support (EAP, wellbeing guidance)* Carbon neutral initiatives/goals* Corporate social responsibility initiatives including support for volunteering days* Well-known companies discount scheme **Apply Today** Ready to help build a safer future? Join our team and apply today to help keep communities and workplaces protected when it matters most! #LI-NW1 #Remote #CustomerSuccess #PublicSafety #SaaS #ITSM #ServiceNow #DevOps #TechnicalAccountManagement #AccountManagement #TechJobs ## Travel Requirements10-25%## Relocation ProvidedNone## Position TypeExperienced## Referral Payment PlanYes## **Company**Motorola Solutions UK Limited***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.