Scaled Customer Success Associate

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 Motorola Solutions’ CommandCenter Software Customer Success Team empowers our customers to identify and unleash the full power of their CommandCenter Software products and services.

We build relationships with agencies by leveraging data-driven insights to understand their most urgent needs. We are committed to consistent delivery and follow-through at scale, ensuring every agency—regardless of size—is equipped to serve their communities in the moments that matter.

Job Description

In this full-time role, you will serve as a Scaled Customer Success Associate who works with new and existing Public Safety clients to ensure a smooth adoption, maximize usage, value, and product satisfaction.  As a Scaled Customer Success Associate, you will be the engine behind our "one-to-many" strategy, ensuring our customers fully adopt and realize the value of our technology as soon as possible. Your mission is to help existing agencies find the solutions to the challenges that prevent them from being successful with our solutions and that might risk their retention. Unlike traditional CSM roles that manage a small book of business, you will leverage automation, data analytics, and high-impact content to support hundreds of agencies simultaneously. Your mission is to democratize expertise, making sure every customer, regardless of size, has the tools they need to save lives and serve their communities effectively.

Responsibilities:

• Full-Lifecycle Management: Own the customer journey for a high-volume portfolio, ensuring agencies are successful from initial go-live through their renewal cycles.

• Data-Driven Health Monitoring: Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk." Coordinate with our Content strategy team to execute scaled digital outreach campaigns to re-engage these users and drive adoption.

• Process Trailblazing: Help build and refine the "Scaled" operating model—finding the hidden patterns, coming up with creative ways to address our customer’s challenges and developing the most efficient ways to provide support and education to a high volume of agencies through technology.

• Content Creation & Self-Service Enablement: Develop video and easy-to-digest self-service resources, including "How-to" videos, and best practice guides that can be used by our customers when needed. Translate complex technical workflows into simple, actionable content tailored for Motorola’s customer base.

• Community Forum Management: Monitor and create content to address customer questions and to keep the conversation going. Enable the forum to be a resource hub where users can share insights and learn from peer successes.

Preferred Qualifications:

• The Scaled Mindset: You enjoy finding ways to solve a problem once and sharing it with a thousand people, rather than solving the same problem a thousand times.

• Experience: 3+ years of experience in a customer-facing role in customer advocacy, sales or public safety.

• Systems & Process Oriented: You enjoy finding the most efficient way to accomplish a goal and you’re not afraid of working with data to find patterns or to gather actionable insights. 

• Communication: Ability to communicate clearly and effectively with customers, peers and leadership with a strong emphasis on written communication

• Technical Aptitude: Demonstrated ability to quickly learn complex software and translate technical features into simple, value-based recommendations.

• Time Management: Exceptional ability to prioritize a high volume of tasks and manage a large portfolio of customers without letting details fall through the cracks.

• Relationship Builder: Demonstrated ability to influence and maintain working relationships in large, cross-functional organizations and law enforcement agencies.

• Team Player: Ability to coordinate and collaborate effectively with cross-functional internal resources to find the solution and the support the customer needs as soon as possible. 

• Strong Customer Focus: Demonstrate understanding of the customer needs, proactively responding and following through on customer commitments. 

• Adaptability and Flexibility: Ability to adjust to new situations, be uncomfortable in the unknown and take initiative.

• Rave portfolio product knowledge preferred.

Target Base Salary Range: $70,000 - $80,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelor’s degree & 3+ years of experience in a Customer-Facing role, Sales or Public Safety

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!

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 complete this Reasonable Accommodations Form so we can assist you.