Customer Success Lead Manager

Motorola Solutions; United States; Remote; USD 107.000 - 160.000; Vollzeit

Benefits dieser Stelle

Competitive salary & bonus

Holiday bonus—2 weeks

25 days holiday + bank holidays

Defined contribution pension

Employee stock purchase plan

Flexible working options

Private medical care

Life assurance

Enhanced maternity/paternity pay

Career development support

Employee wellbeing support

CSR & volunteering

Well-known company discounts

Zusammenfassung

Motorola Solutions UK Limited is seeking a Customer Success Lead Manager to drive long-term relationship health and service performance for international accounts across Guardian, Kodiak, and Wave On-Prem. You will align regional teams, customers, and engineering to ensure high availability and proactive communications.

Lead multi-product upgrade cycles, manage Change Requests, and host Technical Bridge calls during maintenance windows.

Qualifikationen

• Bachelor’s Degree in Business, Information Technology, Engineering, or a technical field.
• Experience in Customer Success, Technical Project Management, or ITSM.
• Proficient with ServiceNow Change Management, Jira, and Azure DevOps boards.
• Strong understanding of end-to-end software release lifecycles across Staging, UAT, and Production.
• Excellent written and spoken English; translate complex issues into clear advisories.
• Experience coordinating cross-functional teams and external vendors.

Aufgaben

• Serve as single point of contact for international accounts across Guardian, Kodiak, Wave On-Prem.
• Author and distribute monthly Service Pack reports and quarterly Service Reviews.
• Oversee account financial reporting and align with cross-functional teams.

Kenntnisse

ServiceNow & Azure DevOps

Release management

Technical communication

Cross-functional collaboration

Operational governance

English proficiency

Ausbildung

Bachelor’s Degree in Business, Information Technology, Engineering, or a technical field

Tools

Jira

Azure DevOps

Jobbeschreibung

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 Customer Success Team within Systems Integration International is dedicated to managing the in-life and post-implementation journey of software customer accounts utilising Motorola Solutions’ critical technologies across international markets. Serving as the primary point of operational contact, the team ensures a seamless experience across our Guardian portfolio (including CAD and ICCS), Kodiak Broadband Push-To-Talk (PTT) solutions, and Wave On-Premise systems. We engage with in-life customers to drive user adoption and satisfaction, forge highly effective customer partnerships, and establish a trusted strategic advisor relationship with target accounts. We foster collaboration across all international regions, public safety agencies, commercial enterprises, and telecommunications ecosystem partners to maximize the value and stability of their safety and security technology investments, ultimately “Solving for safer”.

Job Description

As a Customer Success Lead Manager, you will manage and grow a dedicated team owning long-term relationship health, operational governance, and service performance for international accounts across our Guardian, Kodiak, and Wave On-Prem product lines. In this role, you will bridge the gap between regional teams, international customers, internal engineering teams, hosting operations, and external vendors to help ensure high solution availability, smooth software life cycles, and high customer satisfaction. At Motorola Solutions, everything starts with our people. We offer a people-first culture where you are empowered to bring your authentic self, drive proactive operational excellence, and help deliver on the promise of a safer world.

Key Responsibilities

Customer Relationship & Account Governance

• Serve as the single point of contact for assigned international accounts across Guardian, Kodiak, and Wave On-Prem deployments, managing their ongoing in-life journey and account health
• Author and distribute monthly Service Pack reports, and schedule, prepare, and deliver quarterly Service Reviews to evaluate performance metrics, SLAs, and expansion opportunities
• Oversee account financial reporting both internally and externally, leading quarterly alignment with cross-functional customer success and commercial teams to maintain a unified international account strategy

Incident, Problem, & DevOps Governance

• Co-lead regular customer Incident and Problem review meetings alongside Services teams to drive systemic issue resolution, bug fixes, and continuous service improvement
• Run customer DevOps Backlog Review meetings to prioritize user stories, software patches, and feature enhancement requests across Guardian control room tools, Kodiak, and Wave On-Prem platforms
• Administer Azure DevOps access, permissions, board configurations, and operational workflows for external customer stakeholders and internal teams

Software Life Cycle & Technical Coordination

• Schedule, plan, and execute multi-product software upgrade cycles and patching through Staging, User Acceptance Testing (UAT), and live Production deployment
• Raise, document, and track Change Requests (CRs) while coordinating technical resourcing across Engineering, Hosting, Telecom/Carriers, and third-party vendors
• Draft and dispatch clear technical customer advisories, collaborate with Regional Services teams to host live Technical Bridge Meetings during scheduled maintenance windows, and help to ensure proactive communication across high-availability mission-critical networks

Basic Requirements

• Bachelor’s Degree in Business, Information Technology, Engineering, or a technical field
• Experience in Customer Success, Technical Project Management, or IT Service Management (ITSM) supporting enterprise or mission-critical software solutions

Job Requirements

Technical Expertise

• ServiceNow & Azure DevOps: Demonstrable proficiency with ServiceNow Change Management, Jira, and Azure DevOps board administration and workflows
• Software Release Management: Strong understanding of end-to-end software release lifecycles across Staging, User Acceptance Testing (UAT), and Production phases, infrastructure patching, and environment dependency management
• Technical Communication: Excellent written and spoken English communication skills with a demonstrated ability to translate complex technical issues into clear customer advisories and command live technical bridge calls during service windows. A second language is an asset

Professional Experience

• Cross-Functional Collaboration: Proven ability to align internal teams (Business Analysts, Hosting Engineers, Systems Test Engineers, Product Management) alongside external telecommunications partners and third-party vendors
• Operational Governance: Demonstrated track record running incident/problem reviews, account financial tracking, and executive quarterly service reviews

Preferred Qualifications

• Experience supporting SaaS, broadband PTT (Kodiak), mission-critical dispatch/CAD systems, or enterprise communications (Wave On-Prem)
• Familiarity with international public safety environments, TETRA/LMR integration, control room operations, or carrier-grade telecommunications networks

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 schemes.

Travel Requirements
Under 10%

Relocation Provided
None

Position Type
Experienced

Referral Payment Plan

Yes

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.