Customer Success Manager

Join Motorola Solutions as a Customer Success Manager, where you will be the primary point of contact for assigned customer accounts, managing their ongoing journey and overall relationship health. You will be responsible for authoring and distributing monthly service reports, managing account financial reporting, co-leading incident and problem review meetings, and administering Azure DevOps access. This role offers flexible work models, paid time off, health care benefits, and numerous other perks.

Act as the dedicated single point of contact for assigned customer accounts, managing their ongoing in-life journey and overall relationship health.

Responsibilities

• 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.
• Software Release Knowledge to navigate software release cycles (Staging vs. Production environments), User Acceptance Testing (UAT), and infrastructure patching
• ServiceNow & Azure DevOps experience to manage Change Requests, Backlog reviews, Wiki, and Work Item tracking
• 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

Requirements

• Solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM)
• Bachelor's Degree in Business, Information Technology, Engineering, or a technical field
• Technical Communication skills in English to translate complex technical changes into clear customer advisories and conduct live bridge calls

Preferred

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