Customer Success Manager

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

At Motorola Solutions , we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work and play. Our integrated technology ecosystem unifies critical communications, video security and access control, and command centre software, enabling collaboration in more powerful ways.

Control Room Solutions provide the backbone for emergency response in the UK & Europe. Our applications help 999 operators respond to calls from the public and dispatch out nearby responders, enabling the right response when every second counts.

As our solution has grown from a small startup to one of the leading offerings for Fire & Police agencies, our customers now trust us to solve more of their problems. We are building new products to increase the safety and efficiency of emergency response agencies, and ultimately to help our customers save lives.

Job Description

The role of the Customer Success Manager (CSM) is to oversee all aspects of the deployment of a Motorola Solutions Guardian Suite of Control Room Products to a strategically important customer(s). The CSM will be the primary point of contact with the customer in relation to all deployment and technical issues and will manage any backup resources required in support of these activities.

A Customer Success Manager is a subject-matter expert who uses their technical background to bridge the gap between the operational and technical side of a customer journey.

Additionally, they have an exhaustive understanding of the company’s technology. This allows them to guide the delivery strategy and communicate it to the development team. It’s safe to say that Customer Service Managers hold together the technical and business sides of an organisation.

Typical activities involved in the delivery of a Motorola Solutions software solution for which the Customer Service Manager is responsible include:

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Creation and maintenance of required project plans and all associated project documentation (RAID log, RFCs, Requirements documentation, Contract Changes, Finance)

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Effectively managing customer relationships via remote and on site engagement

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Effectively managing internal and external resources and stakeholders to ensure tasks are completed inline with the project timescales

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Capturing and documenting customer requirements, including business process analysis, technical analysis, etc.

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Producing solution specifications / design and agreeing this with the customer

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Managing the development and testing of upgrades to the solution in alignment with the agreed project plan

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Deployment and customer sign-off of the solution

The Customer Success Manager will work as part of a Customer InLife Team, comprising of business analysts and quality assurance engineers. The Customer Success Manager will report a Senior Manager, Customer Operations.

Basic Requirements

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A formal qualification (Degree) in Computing Science or equivalent experience

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Experience of managing the delivery of large and complex software solutions to major customers

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Proven experience in managing customer requirements

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Proven leadership and motivation of virtual teams

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Excellent commun