Scaled Customer Success Associate

Motorola Solutions•New York, IN

3d•$70,000 - $80,000•Onsite

About The Position

In this full-time role, you will serve as a Scaled Customer Success Associate who works with new and existing Public Safety clients to ensure a smooth adoption, maximize usage, value, and product satisfaction. As a Scaled Customer Success Associate, you will be the engine behind our "one-to-many" strategy, ensuring our customers fully adopt and realize the value of our technology as soon as possible. Your mission is to help existing agencies find the solutions to the challenges that prevent them from being successful with our solutions and that might risk their retention. Unlike traditional CSM roles that manage a small book of business, you will leverage automation, data analytics, and high-impact content to support hundreds of agencies simultaneously. Your mission is to democratize expertise, making sure every customer, regardless of size, has the tools they need to save lives and serve their communities effectively.

Requirements

Bachelor’s degree & 3+ years of experience in a Customer-Facing role, Sales or Public Safety
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Nice To Haves

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.
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.