Scaled Customer Success Associate - US Remote

Motorola Solutions

1d•Remote

About The Position

Motorola Solutions' CommandCenter Software Customer Success Team empowers our customers to identify and unleash the full power of their CommandCenter Software products and services. We build relationships with agencies by leveraging data-driven insights to understand their most urgent needs. We are committed to consistent delivery and follow-through at scale, ensuring every agency—regardless of size—is equipped to serve their communities in the moments that matter. In this full-time role, you will serve as a Scaled Customer Success Associate who works regionally with new and existing Public Safety clients to maximize usage, value, and product satisfaction. As a Scaled Customer Success Associate, you will be the engine behind our "one-to-many" strategy, ensuring Motorola’s customers fully adopt and realize the value of our technology. Your mission is to guide agencies through a streamlined, tech-enabled adoption journey, moving them from activation to consistent product usage. 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

High School diploma, Bachelor’s degree and 3+ years of experience in a Customer-Facing role in Customer Advocacy, Sales or Public Safety
Must be able to obtain background clearance as required by our government customers.

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 love using tools like Salesforce and Gainsight
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.
Avid Learner: A commitment to increasing knowledge of public safety best practices and developing personally and professionally
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.
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

Own the customer journey for a high-volume portfolio, ensuring agencies are successful from initial go-live through their annual renewal cycles.
Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk."
Execute scaled digital outreach campaigns to re-engage these users and drive adoption.
Help build and refine the "Scaled" playbook—finding the most efficient ways to provide a "white-glove" feel to a high volume of agencies through technology.
Develop a robust library of self-service resources, including "How-to" videos and best practice guides.
Translate complex technical workflows into simple, actionable content tailored for Motorola’s customer base.
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.