Customer Success Manager

**Company Overview**:
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.
**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.

**Inclusion and Diversity**

**Travel Requirements**: None
***Relocation Provided**: None
***Position Type**: Experienced

**Referral Payment Plan**: No

**_ EEO Statement_**

Motorola Solutions is an Equal Opportunity Employer. All q