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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