Company Overview
At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Department Overview
The Motorola Solutions Software Enterprise Customer Success team measures customer outcomes and delivers superior customer experiences that contribute to outstanding references. We enable the ongoing growth and adoption of solutions across our software enterprise portfolio and empower the broader Motorola Solutions team to have a comprehensive view of customer sentiment and satisfaction. We work with new and existing Public Safety customers to ensure they are successful with and delighted by the Motorola Solutions Software Enterprise platform and services.
Job Description
Customer Success Tool Administrator & Support Specialist will provide support for the customer success organization tools, business processes, customer-facing digital communications and voice of the customer program execution. They will assist with tool administration, user support, and process design and improvement to ensure that the organization has the data needed to understand the drivers of customer sentiment and satisfaction and help us better understand and measure our business outcomes.
A successful candidate is passionate about providing data and insights and develops the trust and respect of teammates across the organization. They have an appreciation for customer advocacy, big data, analytical planning, and best practices. As the business grows, this individual will need to develop methods that help the team get work done more effectively and ensure the system design and functions support the customer success organization and individual team users. This role collaborates with software enterprise business operations, IT, Support and others to drive successful tool use.
This role requires a persistent self-starter who enjoys problem-solving and excels at performing data analysis and troubleshooting root cause issues. It also demands the ability to clearly and concisely present information to customers and internal work partners.
Responsibilities
-
Translate business performance management requirements into clear and concise dashboards, reports and tools for the customer success leadership team and customer success advocates.
-
Act and operate as internal support, working directly with multiple users, management, and various teams to understand the root cause of challenges customers are facing and optimize the tool for team performance.
-
Works with Business Operations to ensure customer data is accurate and updated on a daily basis.
-
Proactively identifies and escalates areas for tool improvement and increased ease of use. Ensuring the organization is leveraging the tools for maximum ROI.
-
Ensure users are trained and proficient in the use of customer success tools.
-
Provide first-line user support, develop and maintain a user advisory council, log requests and continuously follows-up on user issues to resolution.
-
Assist in the creation of ad-hoc models and analyses to generate actionable business insights and inform strategy.
-
Review, schedule and deploy electronic customer communications.
-
Assist with the development and execution of the voice of the customer instruments.
-
Assist with various data gathering and analysis projects.
Basic Requirements
Requirements:
-
Strong customer-first mentality.
-
Curious, learning mindset coupled with excellent investigative skills utilized in troubleshooting, problem resolution and process improvement.
-
Analytical aptitude with proven ability to understand and solve complex problems
-
Demonstrated ability to collaborate with and influence a team to drive results
-
Strong written and verbal communication skills, able to build relationships effectively cross-functionally
-
Strong business analytical skills with experience in data analysis tools such as SQL, Tableau, and Microsoft Excel
Experience:
-
BS/BA at least 2+ years of experience in operations support role providing user support or a quantitative or analytical role in tech a position.
-
Salesforce.com or Gainsight or other SaaS-based CRM administrative experience.
-
Domain knowledge of the customer success discipline, customer lifecycles, and customer journey mapping.
-
Experience with managing the distribution and development of customer-facing electronic campaigns
-
Familiarity with best practices in survey construction, distribution, and analysis.
-
This position is subject to working in high-security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
