Customer Success Manager

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 Guardian InLife Team is dedicated to managing the post-implementation journey of live customers utilizing Motorola Solutions products. Serving as the primary point of contact for all operational engagements, the team helps to ensure a seamless experience across both the Guardian portfolio (including Guardian CAD, CADView, ICCS, Mobile, and DEMS) and the wider Motorola Solutions safety and security ecosystem. We build and connect technologies to help protect people, property, and places, fostering collaboration across critical public safety and enterprise systems.

Job Description

Key Responsibilities

Customer Relationship & Account Management

• Act as the dedicated single point of contact for assigned customer accounts, managing their ongoing in-life journey and overall relationship health
• Author and distribute monthly Service Pack reports, as well as schedule and deliver quarterly face-to-face Service Reviews to evaluate performance and identify integration opportunities
• Manage account financial reporting both internally and externally, coordinating quarterly alignment with cross-functional success teams to maintain a unified account strategy

Incident, Problem, & Backlog Governance

• Co-lead regular customer Incident and Problem review meetings alongside the Service Desk team to address operational issues and bug fixes
• Own, run, and manage customer DevOps Backlog Review meetings to prioritize user stories, bugs, and action items toward smooth resolution
• Administer Azure DevOps access, permissions, and operational functions for both customer and internal stakeholders

Software Upgrades & Vendor Coordination

• Schedule and coordinate software upgrades from Staging environments through User Acceptance Testing (UAT) and into Production execution
• Raise, document, and track ServiceNow Change Requests (CRs) while coordinating with Engineering, Hosting, and third-party vendors (such as Mitel) to secure technical resources
• Draft and dispatch technical customer advisories, host live Bridge Meetings during maintenance windows, and manage alert notifications for potential network impacts

Basic Requirements

• Bachelor's Degree in Business, Information Technology, Engineering, or a technical field
• Solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM)

Job Requirements

Technical Expertise

• ServiceNow & Azure DevOps experience to manage Change Requests, Backlog reviews, Wiki, and Work Item tracking
• Software Release Knowledge to navigate software release cycles (Staging vs. Production environments), User Acceptance Testing (UAT), and infrastructure patching
• Technical Communication skills in English to translate complex technical changes into clear customer advisories and conduct live bridge calls

Professional Experience

• Cross-Functional Collaboration expertise to coordinate across internal teams (Business Analysts, Hosting Engineers, Test Engineers) and third-party vendors
• Operational Governance experience managing incident/problem reviews, account financials, and quarterly performance presentations

Preferred Qualifications (Optional)

• Experience within a SaaS, public safety, or telecommunications environment
• Familiarity with TETRA alert environments or mission-critical control room operations

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

• Co