Customer Success Manager

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Noggin is a leader in integrated resilience management technology, offering a next-generation, cloud-based platform that combines 10 essential solutions into one unified system. Our award-winning platform seamlessly integrates operational and third-party risk management, operational resilience, business continuity, incident and crisis management, emergency management, and security and safety operations.The Customer Success team at Noggin is dedicated to building strong relationships with our customers, ensuring they receive maximum value from our software solutions, and identifying opportunities for expansion. Acting as the primary point of contact, the team focuses on customer retention, satisfaction, and account growth by delivering world-class service and collaborating across all business functions.

Job Description

Please note this role is remote, but will require travel as per business needs.

As a Customer Success Manager, you will be responsible for developing and executing comprehensive action plans for assigned accounts, ensuring that short-term goals and key issues are effectively managed and reported. You will track account activity through our CRM system, measure progress towards strategic objectives, and provide weekly updates to management. Your role involves driving subscription revenue growth, ongoing customer renewals, and growing the business through upselling and cross-selling opportunities. You will handle customer issues promptly, from de-escalation to resolution, and work closely with marketing to create and share customer success stories. Additionally, you will facilitate smooth onboarding, coordinate with Professional Service teams for successful implementations, and report on key performance metrics, including customer utilisation and satisfaction.

Key Responsibilities:

• Account Management: Develop and execute strategic action plans, manage account activities in the CRM, and ensure goals are met. Regularly update management on account status and progress.

• Revenue Growth: Drive subscription revenue by managing renewals, upselling, and cross-selling opportunities. Collaborate with the Contracts team to close proposals and ensure timely renewals.

• Customer Engagement:Facilitate product adoption, manage onboarding, and handle customer issues with a focus on resolution and satisfaction. Conduct regular check-ins to assess utilisation and identify expansion opportunities. 

• Reporting & Feedback: Produce fortnightly and quarterly reports on account performance, revenue targets, and key metrics. Gather and act on customer feedback to enhance our service offerings and customer journey.

• Collaboration: Work with marketing to develop and share success stories, manage customer success events, and obtain customer references. Partner with internal teams, including support services and product, to ensure seamless customer interactions and project implementations.

• CRM Management: Maintain accurate and up-to-date records in the CRM system, including detailed notes from prospect meetings and follow-up actions. Ensure data integrity of deal values, close dates, and qualification metrics for forecasting and reporting. Maintain a 2:1 pipeline ratio (deals value:quota).

• Internal Collaboration: Work with pre-sales engineers and other internal teams to align proposals with customer requirements.

Basic Requirements

Education and Qualifications:

Bachelor's degree in Business, Technology, or a related field; 3-5 years of experience in account management, customer success, or similar roles; proven ability to meet financial targets and manage CRM systems effectively.

Experience and Skills:

Experience with technical or configurable products, and strong proficiency in presentation and CRM tools.

Personal Attributes:

Exceptional computer literacy, a deep understanding of IT software procedures, and excellent problem-solving abilities. Strong communication skills and a proactive approach to managing customer relationships and account growth.

Other Requirements:

• Successful applicants will be required to pass a police security clearance.

• Ability to travel on regular basis, often on short notice.

Compliance:

You will be required to:

Corporate:

• Report any ethics, compliance or security incidents/concerns to the Ethics Line or your local representatives.

Quality:

• Strive to provide consistently dependable products and services, on-time delivery and reliable support for all products and applications in accordance with the Motorola Solutions Corporate Quality Policy.

• Foster a culture of innovation and accountability that ensures the Quality Management system is continually improved to satisfy and exceed customer expectations.

• Clearly understand and adhere to all Quality Management system policies, procedures and best practices whilst performing your role.

• Maintain a customer focus and report any quality issues/concerns to relevant business units.

Health, Safety & Environment:

• Promote a positive safety culture by contributing to health and safety consultation and communication, and through active participation in the reporting of hazards, incidents and near misses.

• Take reasonable care for your own health and safety, and for the health and safety of others.

• Cooperate with Motorola Solutions by adhering to the organizations various policies, procedures, work practices and standard operating procedures.

• Perform your role in accordance with the specific responsibilities as outlined in the OHS Management System procedures.

• Perform your role in accordance with Motorola Solutions Fit for Work requirements.

• Cooperate with Motorola Solutions with regard to caring for the environment, by acting in a sustainable way and minimizing Motorola Solutions environmental impact by adhering to the organizations policies, procedures and work practices.

• Motorola Solutions operates in an environment where it supports the emergency services and mission critical communications sectors, amongst others. Motorola Solutions complies with all government laws with respect to Covid-19 vaccination requirements including where vaccination has been made mandatory. Given the critical areas in which Motorola Solutions operate, there may also be customer requirements with regards to vaccination and Motorola Solutions works to accommodate those. 

To enable Motorola Solutions to meet its obligation for providing a healthy and safe working environment for you, you must inform your Manager of any issues which may impact your ability to safely perform your role.

Information Security:

• Comply with the Motorola Solutions’ information protection and awareness program (iProtect) to safeguard intellectual property, ensure employee and customer privacy, adhere to relevant legal and regulatory requirements, improve business efficiency and protect Motorola Solutions information assets from cyber threats.

• Clearly understand and adhere to all Information Security Management System policies, procedures and best practices relating to your role.

Confidentiality:

You must not disclose to anyone outside Motorola or related or associated bodies corporate, or use in other than Motorola's business, any confidential information or material relating to the business of Motorola either during or after your employment by Motorola. Confidential information about Motorola includes but is not limited to any information (written or oral) of a commercial, operational, technical or financial type, which is not publicly available.Specific Knowledge and Skills:

• Strategic thinker who can build a network, gather information and translate it into communications content and plans that drive awareness and action

• Outstanding storyteller with strong writing, editing and proofreading skills

• Savvy media strategist who knows how to leverage top-tier, trade and local outlets for earned coverage, as well as paid, shared and owned channels

• Seasoned professional who exerts influence in navigating all levels of the organization and consistently exhibits strong judgment and commitment to excellence

• Detailed project manager who leads complex workstreams with cross-functional contributors, meets tight deadlines and easily adjusts as circumstances change

• Highly self-motivated and results driven 

• Ability to work under pressure and tight timelines 

• Experience in international media relations preferred

• 10+ years of experience and track record in running successful media activities 

In return for your expertise, we’ll support you in this new challenge with coaching & development every step of the way. Also, to reward your hard work you’ll get:

• Competitive salary and bonus schemes.

• Two weeks additional pay per year (holiday bonus).

• 25 days holiday entitlement + bank holidays.

• Attractive defined contribution pension scheme.

• Employee stock purchase plan.

• Flexible working options.

• Private medical care.

• Life assurance. 

• Enhanced maternity and paternity pay.

• Career development support and wide ranging learning opportunities.

• Employee health and wellbeing support EAP, wellbeing guidance etc.

• Carbon neutral initiatives/goals.

• Corporate social responsibility initiatives including support for volunteering days.

• Well known companies discount scheme.

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Travel Requirements

25-50%

Company

Motorola Solutions UK Limited, Ireland Branch

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.