Customer Success Manager

3 weeks ago

Bengaluru, India Motorola Solutions Full time

Job Description

Customer Success Manager position within Unified Communications Tier 3 department is a cross-functional, high-visibility role that works closely with Customers, Offer Managers, Sales, Delivery/SI, CMSO, and development teams to ensure that all the PTT Issues are tracked and resolved to the customer’s experience of using PTT service is positive, seamless and satisfying.


Responsibilities:

  • Major Incident Management for Push-to-Talk Carrier Customers.
  • Act as a Customer Success Leader for Carrier Customers during Incidents
  • Manage escalations as needed.
  • Builds Trust and Transparency with Customers.
  • Work with Carrier Customers to develop a proactive individual Customer Success plan including establishing critical goals and key performance indicators.
  • Drive Calls to Action Register.
  • Organize and execute Executive Business Reviews with assigned high-touch Customers.
  • Be the go-to resource to ensure our customers have the best possible experience with our platform and our teams.
  • Act as a Voice of the Customer Liaison providing feedback to the Sales, Product, Delivery, Engineering and Support services teams where appropriate.
  • Collaborate for operational improvement and ensure efficiencies and/or improvements are identified and implemented.
  • Provide required reporting and metrics related to Customer health, churn and retention.
  • Work directly with the appropriate services and product teams to leverage their domain and technical expertise to provide training and operational knowledge to Customers.
  • Interact with management and senior customer personnel on matters requiring coordination across organizational lines.
  • Administer onboarding projects and kick-off calls.


Basic Requirements

  • Seeking 3+ years of customer success/customer service or project management experience, overall 10+ years of industry experience.
  • Demonstrated understanding of SRE & Agile methodologies, ITIL methodologies, ITIL v3 or v4 certification.
  • A Bachelor's Degree is preferred with additional experience in other customer-facing roles such as Account Management, Consulting, or Project Management experience is a plus.
  • Strong project management, ability to successfully manage multiple tasks at any given point, strong relationship building skills & communication skills.
  • Support ,align efforts to meet customer and business needs.
  • Should have experience with ticketing tools like ServiceDesk, Jira..etc
  • Manage customer relationships and expectations by developing a communication process to keep others up-to-date on project results.
  • Excellent communication skills, basic G Suite skills.
  • Highly effective and polished verbal and written communication skills.
  • Demonstrate attention to detail and possess strong organizational skills.
  • Experience in creating and executing Customer strategic plans.
  • Experience in the Customer Success discipline and SaaS business models is a plus.

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