Customer Success Manager, Scaled - US Remote

Motorola Solutions is a global community focused on keeping people safer everywhere. The Customer Success Manager, Scaled will be responsible for executing strategies to promote customer adoption, retention, and advocacy while onboarding a large number of new customers and ensuring they achieve their product objectives.

Responsibilities:

• Execute on established scaled strategies to elevate the new customer onboarding experience, establish early relationships between end users and Avigilon Motorola, and create a roadmap for helping customers meet their product objectives
• Focus on the key metric of driving time-to-value and ROI by enabling rapid and successful onboarding, adoption, and business value for customers
• Deliver the onboarding playbook including quickly building rapport with new end users, understanding their business use case and goals, delivering new user product training, and ensuring customers have the resources needed to be successful in their role
• Monitoring a high volume of customer accounts (±1000) for key risk measures, growth opportunities and overall health and demonstrate strong account management capabilities to drive lifetime customer value
• Proactively engage sales and partner communities to drive awareness of Customer Success and bring in new end users to the program
• 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 by delivering presentations about the program and outcomes for customers
• Knowledge of the security industry and change management practices for helping customers implement new systems

Requirements:

• 3+ years of account management and/or customer success experience in a SaaS company
• Must have extensive Salesforce experience
• Must be organized and able to manage several queues of new customer requests (slack, google form) and manage 10-20 new customer onboards at one time and move them through the customer lifecycle
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. (GC/CITIZEN ONLY)
• 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 with a positive attitude that enjoys working closely with people from other regions and functions
• Self-starter that can continuously motivate themselves and others to support their end users
• 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