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Customer Success Manager Digital Experience

3 weeks ago

Victoria, Canada Motorola Solutions Full time

**Company Overview**:
At Motorola Solutions, we believe that everything starts with safety. It’s the constant that empowers people to confidently move forward. It can fill a flight or sell out a stadium. It can care for a patient or graduate a class.

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, and command center software, enabling collaboration in more powerful ways.

At Motorola Solutions, we’re ushering in a new era in public safety and security. Bring your passion, potential and talents to a career that matters.

**Présentation de l'entreprise**

Chez Motorola Solutions, nous croyons que tout commence par la sécurité. C'est la constante qui permet aux gens d'avancer en toute confiance. Elle peut remplir un vol ou vendre un stade. Elle peut permettre de s'occuper d'un patient ou d'obtenir son diplôme.

En tant que leader mondial de la sécurité publique et de la sécurité des entreprises, nous créons et connectons les technologies qui aident à assurer la sécurité des personnes là où elles vivent, apprennent, travaillent et se divertissent. Notre écosystème technologique intégré unifie les communications critiques, la sécurité vidéo et le contrôle d'accès, ainsi que les logiciels de centre de commande, permettant une collaboration plus puissante.

Chez Motorola Solutions, nous inaugurons une nouvelle ère en matière de sécurité publique. Apportez votre passion, votre potentiel et vos talents à une carrière qui compte.

**Department Overview**: Customer Success
**The Head of Digital Experiences is a critical Customer Success leader that will build and execute on a vision for digital experiences, and be instrumental in transforming customer experiences through digital-first, proactive & personalized solutions. This role will lead in driving our Digital Experiences strategy globally and will drive the reimagination of tomorrow and power customer success.

**Responsibilities**:

- This role will lead in modeling and executing on the success and our end user digital digital journey from onboarding through ARR.
- The key goal of this role is to transform the customer journey from discrete interactions to a seamless journey through creation and delivery of integrated, multiple-channel digital experiences, leveraging data sharing and contextual handoffs between digital and assisted experiences in close partnership with sales and customer support teams.
- Digital Platform enhancements - Responsible for overseeing the scope & complexity of delivering awesome AI-powered self-help services to millions of SMB and mid-Market customers.
- Content Experiences - Responsible to define and drive MSI strategy for digital services including personalization of content experiences through deployment of content blocks & personalization in and out of product, conversational AI services (GPT and chatbot).
- Customer Experience Innovation & Experimentation
- Show innovation with building new experiences for self-help and ensure users find support options quickly and enable the best path to assisted customer care.
- Experimentation of new ways to deliver self-help experiences to customers and use of world-class technology data, customer and agent insights to drive change and to continuously improve the customer and expert experiences are critical components of this role.
- Stakeholder Management - Partner with product, marketing, tech support and partner team to coordinate strategy and success.
- Other duties as assigned

Qualifications:

- At least 3 - 5 years of account management and/or customer success experience in a SaaS company
- Excellent verbal and written communication skills, demonstrated skills to effectively communicate product value proposition and build trust with customers
- Demonstrated analytical capabilities for reporting and metrics gathering and support

LI-JM1

LI-REMOTE

**Basic Requirements**:

- Bachelors Degree
- 5 years of account management and/or customer success experience in a Software or SaaS company
- Experience creating a new Customer Success Program from scratch is preferred

**Travel Requirements**: Under 10%
***Relocation Provided**: None
***Position Type**: Experienced
***Referral Payment Plan**: No
**_
EEO Statement_