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Customer Success Manager

4 months 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.