Scaled Customer Success Specialist

Motorola Solutions; New Orleans (LA); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous PaidTime Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions is seeking a Scaled Customer Success Associate to manage a high-volume portfolio of Public Safety clients, ensuring smooth adoption, high usage and value realization from our CommandCenter Software. You’ll leverage automation and data analytics to support hundreds of agencies simultaneously.

You will create self-service resources, translate complex workflows into actionable content, and manage a community forum to sustain engagement and knowledge sharing.

Qualifications

• The Scaled Mindset: You enjoy finding ways to solve a problem once and sharing it with a thousand people, rather than solving the same problem a thousand times.
• Experience: 3+ years of experience in a customer-facing role in customer advocacy, sales or public safety.
• Systems & Process Oriented: You enjoy finding the most efficient way to accomplish a goal and you're not afraid of working with data to find patterns or to gather actionable insights.
• Communication: Ability to communicate clearly and effectively with customers, peers and leadership with a strong emphasis on written communication
• Technical Aptitude: Demonstrated ability to quickly learn complex software and translate technical features into simple, value-based recommendations.
• Time Management: Exceptional ability to prioritize a high volume of tasks and manage a large portfolio of customers without letting details fall through the cracks.
• Relationship Builder: Demonstrated ability to influence and maintain working relationships in large, cross-functional organizations and law enforcement agencies.
• Team Player: Ability to coordinate and collaborate effectively with cross-functional internal resources to find the solution and the support the customer needs as soon as possible.
• Strong Customer Focus: Demonstrate understanding of the customer needs, proactively responding and following through on customer commitments.
• Adaptability and Flexibility: Ability to adjust to new situations, be uncomfortable in the unknown and take initiative.
• Rave portfolio product knowledge preferred.

Responsibilities

• Full-Lifecycle Management: Own the customer journey for a high-volume portfolio, ensuring agencies are successful from initial go-live through their renewal cycles.
• Data-Driven Health Monitoring: Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk." Coordinate with our Content strategy team to execute scaled digital outreach campaigns to re-engage these users and drive adoption.
• Process Trailblazing: Help build and refine the "Scaled" operating model-finding the hidden patterns, coming up with creative ways to address our customer's challenges and developing the most efficient ways to provide support and education to a high volume of agencies through technology.
• Content Creation & Self-Service Enablement: Develop video and easy-to-digest self-service resources, including "How-to" videos, and best practice guides that can be used by our customers when needed. Translate complex technical workflows into simple, actionable content tailored for Motorola's customer base.
• Community Forum Management: Monitor and create content to address customer questions and to keep the conversation going. Enable the forum to be a resource hub where users can share insights and learn from peer successes.

Skills

Scaled Mindset

Customer Facing

Systems & Processes

Communication

Technical Aptitude

Time Management

Relationship Builder

Team Player

Customer Focus

Adaptability

Rave portfolio product knowledge

Education

Bachelor's degree

Job description

Motorola Solutions is seeking a Scaled Customer Success Associate to manage a high-volume portfolio of Public Safety clients, ensuring smooth adoption, high usage and value realization from our CommandCenter Software. You’ll leverage automation and data analytics to support hundreds of agencies simultaneously.

You will create self-service resources, translate complex workflows into actionable content, and manage a community forum to sustain engagement and knowledge sharing.