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Customer Success Advocate – Motorola

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Job Description

Customer Success Advocates (CSA) are responsible for effectively transitioning new businesses from the deployment and activation phase to maximize usage, value and product satisfaction.  Their number one goal is to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations so that they are inspired to be a reference and expand their usage of the Motorola Solutions portfolio. CSA’s work proactively with customers and act as the voice of their customers internally, directly interfacing with deployment, sales, support, and product teams.

 

In addition to this, the CSA produces customer action plans, project documentation, and tracks all client interaction to further enable our ability to create and maintain measurements of customer satisfaction.  The deliverables produced by the Customer Success Advocate will be used by the deployment, sales, support and product teams to help them prioritize resolution. 

 

This role requires an energetic, kind and self-driven person, who is committed to deeply understanding their customer’s pain-points, managing their expectations, and serving as their trusted partner on behalf of Motorola.

 

Responsibilities include but are not limited to:

  • Customer Relationships – Develop a deep understanding of each customer’s segment, business, desired outcomes and predicted gaps in success

  • Project Management – Must have the ability to effectively balance multiple projects and deadlines and the willingness to track and publish progress on stated goals

  • Deployment and Onboarding Team Engagement – Work closely with our Deployment and Onboarding teams to ensure clients are set-up for success and the transition to Customer Success is smooth

  • Creative Problem Solving – Identify and deliver creative, cross-functional solutions to customer challenges

  • Customer Advocacy- Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues

  • Customer Retention – Develop and implement strategies to minimize client churn

 

Qualifications:

  • High School Diploma or equivalent, Bachelors Degree preferred

  • 4+ years of Client Advocacy, Customer Success, Account Management and/or Public Safety experience

  • Familiarity with tools for sales, dev management, operational support, and performance monitoring (i.e. Gainsight, Salesforce, Remedy, Jira, Azure)

  • Robust communication skills and technical aptitude

  • Relationship builder – You’ve demonstrated your ability to influence customer actions and choices without being labeled a salesperson

  • Detail oriented, positive-minded, and quick learning self-starter

  • Analytical mindset and passion for problem-solving

  • Success Driven – Great isn’t good enough. You’re always looking for ways to raise the bar

  • Creative writing skills – Ability to craft short meaningful electronic messages with speed, attention to detail and proper grammar

  • Balanced approach – Ability to advocate across business needs (e.g. support and engineering) to drive the right solution for our customers and for each team’s business objectives

  • Team player – Ability to coordinate and collaborate effectively with cross-functional internal resources

  • 25% – 50% customer site travel demand

  • This position is subject to working in high security areas governed by the US Department of Justice’s “Criminal Justice Information Services (CJIS) Security Policy” and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

 

The salary range for this role is $80,000-90,000 per year.


Basic Requirements

  • High School Diploma or equivalent

  • 4+ years of Client Advocacy, Customer Success, Account Management and/or Public Safety experience

  • Must be able to obtain background clearance as required by government customer


Travel Requirements

25-50%


Relocation Provided

None


Position Type

Experienced


Referral Payment Plan

No

 

Our U.S. Benefits include:

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 9 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
  • and more!