Statewide Customer Success Advocate - AZ

Motorola Solutions•Arizona, US Offsite, AZ

9d•$100,000 - $110,000•Hybrid

About The Position

The Statewide Customer Success Advocate position is an integral strategic account management role within the Video and Software Service Organization. This role supports Motorola Solutions and its top-tier customers by ensuring they leverage the full capabilities of their solutions, specifically Rave and Aware. The position is responsible for the day-to-day management of customer services contracts and relationships, ensuring contractual obligations are met. The advocate provides expertise in software and mobile video solutions, drives resources to solve complex issues, and focuses on the long-term success of customers through enhanced relationships, onsite technical expertise, and ongoing professional services. The role involves educating customers on new features, partnering with internal stakeholders, coordinating customer/user group meetings, monitoring customer health and adoption metrics, and driving renewals. The candidate will also identify opportunities for expansion and cross-selling, attend industry events, and engage with customers in-person, virtually, via phone, and email.

Requirements

High School diploma, or Associates, or Bachelor's Degree, plus 5 years of direct experience in Public Safety, Emergency Management, K12 Operations or Education, 911 Communications, Business continuity, or Security required.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.
Reside within the state of Arizona.
Valid Driver’s License.
Must be able to obtain background clearance as required by our government customers.

Nice To Haves

7+ years of direct experience in public safety, emergency management, K12 operations or education, 911 communications, business continuity, security, or a related field.
Experience utilizing, training, or providing software-as-a-service technology solutions designed to impact public safety.
Strong presentation, excellent verbal and written communication skills with an ability to influence others.
Fanatical about customer success and driving customer value.
Strategically minded, self-starter with the ability to multitask, prioritize, and scale.
Flexible, adaptable and collaborative team player with strong interpersonal skills.
Experience working directly with customers and multiple project stakeholders.
Takes pride in and exhibits high degree of ownership over their work.
Proficiency in Microsoft Office and Google suite.
Basic knowledge of CRM platforms (Salesforce), CS analytics platforms, mobile and software-as-a-service (SaaS) applications.

Responsibilities

Develop a trusted advisor relationship with customers, stakeholders, and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value.
Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training, and product development.
Educate customers on new product features and capabilities.
Partner with internal stakeholders to align account activities with the customer's business case and strategy.
Coordinate and participate in regional customer / user group meetings, designed to drive product utilization, share best practices and to obtain feedback from customers.
Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, throughout the customers’ journey.
Help negotiate and drive renewals.
Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal.
Utilize multiple tools to engage with customers both proactively and reactively.
Achieve monthly, quarterly, and yearly goals and defined objectives related to customer adoption, retention, and renewals.
Identify opportunities for expansion and cross-sell.
Attend and participate in industry events and conferences.