Motorola Solutions
Customer Success Manager
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Customer Success Manager (CSM) – Control Room Solutions (Motorola Solutions UK)
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 is critical for:
- Safer communities
- Safer schools
- Safer hospitals
- Safer businesses
- Ultimately, safer nations
Connect with a career that matters, and help us build a safer future.
Department Overview
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward.
As a global leader in public safety and enterprise security, we create and connect the technologies that help to keep people safe where they live, learn, work, and play.
Our integrated technology ecosystem unifies:
- Critical communications
- Video security and access control
- Command centre software
enabling collaboration in more powerful ways.
Our Control Room Solutions (UK & Europe) provide the backbone for emergency response.
- Our applications help 999 operators respond to calls from the public.
- We dispatch nearby responders.
- Enable the right response when every second counts.
The solution has grown from a small startup to one of the leading offerings for Fire & Police agencies. Our customers now trust us to solve more challenges and help save lives.
Job Description
The role of the Customer Success Manager (CSM) is to oversee all aspects of the deployment of the Motorola Solutions Guardian Suite of Control Room Products to strategically important customers.
The CSM will be the primary point of contact for customers on:
- Deployment and technical issues
- Managing backup resources
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A Customer Success Manager is a subject-matter expert who uses their technical background to bridge the gap between the operational and technical sides of a customer’s journey. They must have a thorough understanding of our technology to:
- Guide delivery strategy
- Communicate effectively with the development team
This role ensures alignment between technical and business operational sides of an organization.
Key Responsibilities
-
Project Management & Documentation
- Creation and maintenance of project plans, RAID logs, RFCs, requirements documentation, contract changes, and financial tracking
-
Customer Engagement
- Effectively manage customer relationships through remote and on-site interaction
-
Stakeholder & Resource Coordination
- Manage internal and external resources and stakeholders to ensure tasks comply with project timelines
-
Requirements Capture & Analysis
- Document customer needs through:
- Business process analysis
- Technical analysis
- Produce solution specifications/designs and gain customer approval
- Document customer needs through:
-
Software Development & Testing
- Oversee development and testing activities in line with project plans
-
Deployment & Sign-Off
- Conduct solution deployment and achieve customer sign-off
-
Collaborate with Cross-Functional Teams
- Work with business analysts and quality assurance engineers within the Customer InLife Team
Reporting Structure
- Reports to: Senior Manager, Customer Operations
Requirements
Essential
- A formal qualification (Degree) in Computing Science or equivalent industry experience
- Experience in managing the delivery of large and complex software solutions to major customers
- Proven ability to manage customer requirements effectively
- Demonstrated leadership and motivation of virtual teams
- Strong communication skills (written & verbal)
- Technical expertise sufficient to troubleshoot and explain complex software issues
- Knowledge of Agile Project Management principles (certification or working towards it)
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Desirable
- Experience with software deployment to UK ‘bluelight’ agencies (police and fire)
- Familiarity with UK bluelight Control Room operations
Benefits
In return for your expertise, we offer:
- Competitive salary and bonus schemes
- 2 weeks annual holiday bonus (in addition to paid leave)
- 25 days holiday entitlement + bank holidays
- Attractive defined contribution pension scheme
- Employee stock purchase plan
- Flexible working options
- Private healthcare
- Life assurance
- Enhanced maternity and paternity pay
- Career development support + learning opportunities
- Health & wellbeing support (EAP, counselling, etc.)
- Carbon-neutral initiatives & corporate responsibility programs
- Volunteering days & partnership discounts
- Referral pay plan for successful hires (#LI-DJ1)
Working Arrangements
- Travel: Under 10%
- Relocation: None provided
- Role Type: Experienced
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to:
- Race
- Color
- Religion or belief
- Sex
- Sexual orientation
- Gender identity
- National origin
- Disability
- Veteran status
- Any other legally protected characteristic
We are proud of our inclusive culture, where every employee can be their authentic self and contribute to a safer future.
Note: If you don’t meet all preferred criteria but believe you’d be an excellent fit, we encourage you to apply anyway!
For more information, visit: www.motorolasolutions.com
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