Customer Success Manager

4 weeks ago

bangalore, 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.


Travel Requirements

None


Relocation Provided

None


Position Type

Experienced

Referral Payment Plan

Yes

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.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email

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