Department OverviewFocusing on the product lines that are cloud-native platforms for public safety. We provide Next Generation 911 solutions that deliver intelligent information throughout the emergency response journey, empowering agencies and first responders to drive better outcomes in mission-critical situations. With a curated partner network, our platform combines mobile signals, critical datasets, and call information into a single operating system, improving emergency response with location accuracy, situational awareness, modern communications, and actionable insights. Our products improve outcomes and ultimately save lives.
Job DescriptionThe Customer Success Manager (CSM) will be responsible for proactively driving adoption, product utilization, retention, and customer satisfaction, developing customers into advocates across all accounts. Success of this role is defined by the customer deriving continuous value from RapidDeploy products and working with key executives to plan for a successful, long-term and fruitful relationship. CSMs will also be responsible for tracking and securing customer renewals as part of long-term customer relationship management activities. In this role, you will closely partner with Delivery (Project Management and Implementation), Support, Account Management, Product and work cross-departmentally to help identify expansion opportunities.
Preferred Qualifications:
- 3 to 5+ years in a Customer Success, Account Management, or a similar customer-facing role, preferably in SaaS or public safety environments.
- Demonstrated track record of successfully managing complex customer relationships in a SaaS environment.
- Proven track record of cross-functional collaboration and experience in change management, training, project management, planning, and process improvement/business transformation.
- Solid understanding of cloud computing, enterprise SaaS software, data analytics, and technology in general.
- Passion for using technology to make a difference in peoples lives, and ideally some exposure or personal interest in emergency services and Public Safety.
- Working knowledge of Customer Success KPIs and metrics Experience with Salesforce.com, HubSpot and/or Gainsight.
- Experience working for an innovative and fast-growing Tech Company or direct experience working in a public safety agency leveraging modern technology to support daily operations.
- Demonstrated creativity with customer engagement and problem solving.
- Ability to proactively listen and communicate effectively across the experience/management spectrum, translate between technical and non0technical teams, and can empathetically communicate customers pain-points to internal RapidDeploy teams.
- Possesses an ability to interact with senior leadership to define and execute customer engagement strategies and drive ROI in terms of retention and utilization.
- Self-motivated, energetic, proactive team player with innovative ideas, diplomacy and tact.
- Poise under pressure, thrives in a multi-tasking environment and can adjust priorities on-the-fly.
- Travel up to 40% is required for this position.
This position is fully remote, ideally based in the Central Region
Target Base Salary Range: $95,000 - $105,000 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.
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Basic RequirementsRequired Skills:
- High School diploma, or an Associate's or Bachelor's Degree in Business, Communications, IT, Public Safety, or Technology.
- Must have 911 Dispatch experience as it is required for this position.
- Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S.Benefitsinclude:
Incentive Bonus Plans
Medical, Dental, Visionbenefits
401K with Company Match
10 Paid Holidays
GenerousPaidTime Off Packages
Employee Stock Purchase Plan
PaidParental & Family Leave
and more!
