Scaled Customer Success Associate - US Remote - Remote Eligible

Scaled Customer Success Associate

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.

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.

In this full-time role, you will serve as a Scaled Customer Success Associate who works regionally with new and existing Public Safety clients to maximize usage, value, and product satisfaction. As a Scaled Customer Success Associate, you will be the engine behind our "one-to-many" strategy, ensuring Motorola's customers fully adopt and realize the value of our technology. Your mission is to guide agencies through a streamlined, tech-enabled adoption journey, moving them from activation to consistent product usage. 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 annual renewal cycles.
• Data-Driven Health Monitoring: Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk." Execute scaled digital outreach campaigns to re-engage these users and drive adoption.
• Process Trailblazing: Help build and refine the "Scaled" playbook—finding the most efficient ways to provide a "white-glove" feel to a high volume of agencies through technology.
• Content Creation & Self-Service Enablement: Develop a robust library of self-service resources, including "How-to" videos and best practice guides. 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 love using tools like Salesforce and Gainsight
• 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.
• Avid Learner: A commitment to increasing knowledge of public safety best practices and developing personally and professionally
• 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.
• 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.

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.

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.

Required Skills:

• High School diploma, Bachelor's degree and 3+ years of experience in a Customer-Facing role in Customer Advocacy, Sales or Public Safety
• Rave portfolio product knowledge preferred.
• Must be able to obtain background clearance as required by our government customers.

Travel Requirements: 10-25%

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.