Sr. Customer Success Manager (NE,ND,IL,IN,MO,PA)

Motorola Solutions•Indianapolis, IN

2d•Remote

About The Position

Focusing on the RapidDeploy product line leading cloud-native platform for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. With a curated partner network, our platform combines mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights. Our products improve outcomes and ultimately save lives. The Customer Success Manager (CSM) will be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts. Success of this role is defined by the customer deriving continuous value from RapidDeploy products and working with key executives to plan for a successful, long-term and fruitful relationship. CSMs will also be responsible for tracking and securing customer renewals as part of long-term customer relationship management activities. In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and work cross-departmentally to help identify expansion opportunities.

Requirements

5+ years of experience in a Customer Success, Account Management, customer-facing role, or leadership in public safety environments
Demonstrated track record of successfully managing complex customer relationships in a SaaS environment
Proven track record of cross-functional collaboration and experience in change management, training, project management, planning, and process improvement/business transformation
Solid understanding of cloud computing, enterprise SaaS software, data analytics, and technology in general
Passion for using technology to make a difference in people’s lives
Working knowledge of Customer Success KPIs and metrics
Experience with Salesforce.com, HubSpot, and/or Gainsight, Salesforce
Demonstrated creativity with customer engagement and problem solving
Ability to proactively listen and communicate effectively across the experience/management spectrum
Ability to translate between technical and non‐technical teams
Ability to empathetically communicate customers’ pain-points to internal RapidDeploy teams
Possess an ability to interact with senior leadership to define and execute customer engagement strategies and drive ROI in terms of retention and utilization
Self-motivated, energetic, proactive team player with innovative ideas, diplomacy, and tact
Poise under pressure, thrives in a multi-tasking environment, and can adjust priorities on-the-fly
High school diploma or equivalent
5+ years of experience in customer success, account management, a customer-facing role, and/or public safety

Nice To Haves

Ideally some exposure or personal interest in emergency services and Public Safety
Experience working for an innovative and fast-growing tech company or direct experience working in a public safety agency leveraging modern technology to support daily operations

Responsibilities

Proactively driving adoption, product utilization, retention, and customer satisfaction
Developing customers into advocates across all accounts
Ensuring customers derive continuous value from RapidDeploy products
Working with key executives to plan for a successful, long-term and fruitful relationship
Tracking and securing customer renewals
Closely partnering with Delivery (Project Management and Implementation), Support, Account Management, Product
Working cross-departmentally to help identify expansion opportunities