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

This Customer Success Manager EMEA will be responsible for executing best-in-class strategies to promote adoption, revenue retention and growth, and customer advocacy for key customers in the Fixed Video & Access (VS&A) division of Motorola Solutions. This role will deliver strategic offerings and services to drive successful product adoption and business outcomes for this portfolio of customers.

This is a critical role to accelerate our global growth across our portfolio of products. This role will successfully collaborate with sales and our partners to secure solid product adoption and the ability to grow product and service revenue through the highest quality Customer Success engagement for our customers.

Job Description

Requirements

• Identify key customers in the EMEA region to deliver CSM services to, inducing identifying top ARR customers, and prospecting with sales and partner teams to establish relationships with new end users

• Execute on established strategies to maximize business and product value while focusing on the customer relationship and delivering successful outcomes across portfolio of assigned accounts

• Develop and deliver best practices, KPIs, and strategies for account adoption, retention, expansion, and advocacy

• Drive time-to-value and ROI metrics by enabling rapid and successful onboarding, adoption, and business value

• Guide the use and improvement of key systems and deliverables, including success plans, customer health scorecards, and business review presentations

• Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive lifetime customer value

• Work closely with sales and marketing on customer advocacy, reviews, and lead generation strategies

• Lead cross-functional collaboration with sales, support, and product teams to ensure proper feedback, escalations and key feature requests are managed with product teams

• Spread awareness of Customer Success across the sales and partner community in EMEA  by delivering presentations about the program and outcomes for customers

• Knowledge of the security industry and large, expansive installments of security measures and applications in various industries.

• Ability to perform basic operator level product training to end users.

Attributes

• Excellent verbal and written communication skills and experience in  communicating  product value propositions and building trust with customers

• Demonstrated analytical capabilities for reporting and metrics gathering 

• A collaborative team player that enjoys working closely with people from other regions and function and is willing to network with internal and partner communities to drive awareness of CMS

• Help elevate and encourage those around you

This is primarily a remote position with the expectation that you will travel to the closest office 2-3x a month for collaboration with sales, support and product teams.

• Portugal office: Parque das Nações, Torre Zen, Av. Dom João II, No. 41, 6th floor, 1990-084 Lisbon, Portugal.
• London office: Nova South, 160 Victoria Street, London, SW1E 5LB, United Kingdom

Basic Requirements

Basic Experience

• 5+ years of account management and/or customer success experience in a SaaS company

• Must have extensive Salesforce experience

Preferred Experience 

• Experience in the sales channel in a technology focused industry

• Preferred understanding of video or access control systems, networking and storage background, other security products or services

• Preferred experience in Gainsight or other CS Tools

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Portugal, Lda

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.