Strategic Customer Success Manager - DevOps & SaaS

Motorola Solutions

Greater London

On-site

GBP 55,000 - 75,000

Full time

2 days ago

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Benefits offered by this job

Competitive salary

Bonus schemes

25 days holiday

Pension scheme

Private medical insurance

Employee stock purchase plan

Flexible working options

Life assurance

Maternity/Paternity pay

Learning opportunities

Job summary

Motorola Solutions UK Limited is seeking an experienced Customer Success/ITSM professional to own the in-life journey for dedicated customer accounts and lead cross-functional reviews. You will manage incidents, backlog prioritization, and software upgrades across staging, UAT, and production, coordinating with engineering and 3rd party vendors to ensure a seamless service delivery.

The role requires strong technical communication in English, collaboration across analysts, hosting engineers, and

Qualifications

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).

Responsibilities

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.
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.
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.