Strategic Software Customer Support Manager - CA

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 The Software Customer Service Manager (CSM) position resides in Global Services, within the Command Central Software, Managed and Support Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships. The Strategic Software Customer Service Manager ensures we are meeting our contractual obligations and drives the appropriate resources to solve complex issues with our more complex relationships. The Support Services organization is dedicated to the long-term success of our customers through enhanced customer relationships, onsite technical expertise, and ongoing professional services. The Strategic Software Customer Support Manager reports to the Command Center Software Support Services Territory Manager. Job Description Engage with Strategic Customers post-sale to drive satisfaction around contractual obligations for software and services , ensuring high Customer retention. Forge highly effective customer partnerships and establish a trusted advisor/strategic partner relationship with target accounts. Work with targeted Customers to develop a proactive post-deployment plan including establishing critical goals and key performance indicators. This is a full-time role that works with Strategic Customers that have new and existing Public Safety software to maximize usage, value and product satisfaction. This will be a hybrid role where they are responsible for effectively transitioning new business from the deployment and activation phase to ongoing use, value creation and product satisfaction. Their number one goal is to ensure the customer experience with Motorola Solutions continuously exceeds their expectations and their desired outcomes are documented and understood. They are also responsible for partnering with customers to promote their full adoption of Motorola products and services, including growing their ongoing use, value creation and product satisfaction across key user populations. In this engagement, the goal is to ensure their desired outcomes are realized. They are also responsible for modeling exemplary behavior from an adherence to process and best practices perspective, mentoring other CSMs on the team, identifying opportunities for continuous improvement, and driving statewide and regional strategies as appropriate. Responsibilities: By gaining a deep understanding of who the agency is, and what they are trying to achieve both strategically and operationally, can align Motorola Software to the agency’s outcomes, identify any risks or gaps to achieving those outcomes and deliver creative, cross-functional solutions to customer challenges. Grow and cultivate strong customer sentiment and references by developing trust over time and delivering consistent follow-through. They will build relationships with the technical and command leadership agency representatives to document agency goals, product use cases and outcomes. They will utilize their demonstrated ability to translate knowledge of public safety best practices into credible recommendations that help influence the decision-making process for agency contacts. Work closely with our Deployment, Support and Sales teams to ensure clients are set up for success and the transition to Post-Deployment is smooth. Provide both proactive and reactive advocacy for customers Customer Retention - Develop and implement strategies to minimize client churn. Identify opportunities ... (truncated, view full listing at source)