As a Customer Success Manager, you will be responsible for high-level relationship management and you will act as the client liaison during delivery of Mission Cloud services. You are responsible for client satisfaction, maintaining client communication and the overall management of the client relationship. You will also grow the client relationship by identifying new business opportunities. This position is 100% remote with up to 10% travel. Responsibilities - Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager - Ensure customer contractual requirements are met - Present Success Plans to showcase Mission Cloud's service value and discuss customer concerns or opportunities - Facilitate customer renewal and customer concession negotiations to ensure long-term adoption of Mission Cloud services - Be a customer advocate with Mission Cloud internally; represent customer interests to the Mission Cloud team and bring customer feedback to Service Delivery and Product - Troubleshoot and provide solutions for customer issues and escalations, including discussing billing, invoices, and Mission Cloud services, escalating as necessary - Facilitate cross-departmental communication about customer issues, including calls with leadership - Identify cross sell/up sell opportunities, present on new or upcoming services to customers, and ensure correct teams are engaged - Track customer satisfaction and take steps to reduce the risk of churn; help support Mission Cloud’s overall Net Promoter Score (NPS) - Maintain knowledge of current Mission Cloud services; understand how services work and how they interact with each other - Keep CRM system updated to illustrate engagement levels and Mission Cloud's value add Requirements - Manage a suite of Mission Cloud customers: understand their goals and build success plans with service milestones, risks, and metrics, with periodic reviews from manager - Experience working in customer success or a related function, such as B2B sales and account management, especially in technical consulting or SaaS industries preferred - Experience being a customer advocate in a high-growth business environment - Experience managing customer agreements including renewal cycles as well as cross-sell and upsell opportunities - Experience giving presentations to internal and external audiences through Google Slides or Powerpoint - Experience working in a customer service oriented environment - Ability to travel (less than 10%) - AWS Cloud Practitioner certification (required within 60 days of employment) Commitment to Diversity and Inclusion We are committed to diversity and inclusion. We value every individual’s unique story, experience, and perspective. We aim to amplify the voices of our team members and our community to create a safe, empathetic, and inclusive environment where everyone can contribute to one’s authentic self. Mission Cloud makes every effort to ensure that all employees are compensated fairly regardless of gender, ethnicity, race, or past salary history. We understand that fair compensation practices establish that diversity, fair hiring processes, and fair pay are part of who we are as a company and maintain positive employee morale. We use market data to define salary ranges for each role and regularly review compensation adjustments as needed based on salary range updates. Mission Cloud is an Equal Opportunity Employer and participant in the U.S. Federal E-Verify program. Mission Cloud will consider qualified applicants with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance. Use of Artificial Intelligence (AI) Our company leverages Artificial Intelligence (AI) as a tool to enhance and streamline various aspects of the hiring process. By submitting your application, you acknowledge and consent to the use of AI technologies in activities such as resume screening, interview scheduling, note taking and other administrative functions. Please note that all hiring decisions are made by human reviewers in compliance with applicable laws and best practices. About Mission Cloud Mission Cloud is an Amazon Web Services (AWS) Premier Consulting Partner and MSP. Clients depend on us to expertly and securely architect, migrate, manage, and optimize their cloud environments. Mission Cloud’s team of AWS Certified Solutions Architects and DevOps Engineers are ready to help you harness the full power of the AWS cloud to transform your business and operations.

• Establish, develop and maintain business relationships with current customers and prospective customers in the AEC market segment to generate new business for CSDS • Make telephone calls for sales and technical presentations to grow both existing accounts and prospective new customers as well as work with and cross-sell your assigned product lines to prospects from our other divisions • Develop clear and effective written proposals and quotations for current and prospective customers • Plan and organize personal sales strategy by coordinating efforts on maximizing sales profitability, growth and account penetration • Coordinate sales efforts with the Sales Manager • Analyze the potential and determine the value of existing and prospective customers to CSDS • Document and track activities and contacts utilizing Salesforce and regularly update sales forecasts • Participate in marketing events, and trade shows

Role Description As a Performance Manager, you will serve as the primary contact for existing customers, focusing on the application of AI technologies within the automotive industry. Your role will involve: - Managing client relationships, retention strategies, and growth initiatives across your portfolio. - Showcasing expertise in conversational AI and AI marketing automation to drive industry-specific efficiency solutions. - Building strong relationships with accounts by delivering performance metrics and insights. - Positioning Impel’s AI-powered products as industry leaders. - Gaining a deep understanding of customers' business needs and aligning them with Impel’s advanced AI solutions. To thrive in this role, you should be: - Highly organized and a strategic thinker. - An effective communicator with strong knowledge of AI applications in the automotive industry. - Self-driven and adaptable, comfortable working remotely, on the road, or in the field. - Able to work across departments and partner with individuals of varying expertise. - Capable of thriving in a fast-paced environment, efficiently solving problems with quick, creative solutions through the use of AI technologies. Qualifications - 3-5 years of work experience in Account Management, with a strong focus on AI technologies in the automotive industry. - Expertise in conversational AI and its applications in customer lifecycle management preferred. - Proven experience with AI-driven efficiency and effectiveness solutions in the automotive sector. - Exceptional time management skills with the ability to handle multiple AI-driven projects simultaneously. - A Bachelor's degree in a related field (e.g., Computer Science, AI, or Business with a focus on technology) is strongly preferred or 3-5 years of relevant work experience in AI-driven performance manager roles. - Certifications or advanced training in AI and machine learning technologies are a plus. - Google Analytics experience preferred. - Up to 70% travel. - Bilingual a plus. Requirements - Strong business acumen with a focus on AI applications in the automotive industry. - Mastery of conversational AI technologies and their implementation in customer lifecycle management. - Ability to explain complex AI concepts and their benefits to clients in clear, accessible language. - Excellent organizational, interpersonal, and communication (written and verbal) skills. - Demonstrated ability to establish clear, achievable goals, with a strong determination and commitment to delivering results. - Exceptional time management skills with the ability to handle multiple AI-driven projects simultaneously. - Proficient in Google Suite, Microsoft Office Suite, and familiar with AI and machine learning platforms. - Positive, customer-first attitude with a focus on AI-enabled solutions. - Ability to learn quickly and adapt to rapidly evolving AI technologies. - Maintains confidentiality of work-related issues, records, and company information. - Demonstrates a commitment to Diversity, Equity, and inclusion by treating everyone with respect and dignity.

Company OverviewAt 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 OverviewAt Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security. The Command Center Software (CCSW) organization specializes in performing software and hardware delivery. The Command Center Software (CCSW) Platform Migration organization focus is on minimizing the customer's downtime during software upgrades in order to optimize their maintenance experience during the moments that matter. Job DescriptionThe Software Application Specialist Manager will manage a team of Software Application Specialists that manage the deployment processes of Motorola’s public safety and command center software suite within complex software ecosystems for public safety agencies. This role requires a strong blend of leadership, resource planning, technical expertise, and project management skills to ensure seamless integration and optimal performance of the software applications. RSM has further responsibility of working directly with the ESI Lab leadership to ensure upgrade migration paths are thoroughly tested with procedures for deployment tested. In addition they will be responsible for collaborating with team members ensuring all product lifecycle is communicated in a timely manner for efficient delivery while working with the CCSW Contracts team to understand Motorola Solutions contractual responsibilities. Responsibilities - Information Gathering and Discovery: Ensure your team is leading the efforts to conduct operational assessments, business process reviews, and other discovery events to gain a comprehensive understanding of the customer’s current business processes within Public Safety agencies. This includes interviewing subject matter experts and creating detailed documentation of findings. - Analytical Evaluation and Recommendations: Evaluate existing business processes to identify opportunities for improvement. Provide tailored recommendations regarding the configuration and application of Motorola’s mission-critical software solutions to address identified needs and optimize operational efficiency. - Business Process Reengineering: Facilitate business process reengineering initiatives by analyzing workflows and recommending innovative changes. Lead workshops and discussions to collaboratively develop new processes that align with organizational objectives. - Training Development and Orientation: Design, develop, and deliver training curriculum, learning aids, and other instructional materials to ensure end-user engagement and buy-in for new software implementations. Guide customers through training sessions to enhance user competency and confidence. - User Acceptance Testing (UAT) Facilitation: Ensure your team is defining, coordinating, and leading User Acceptance Testing processes, ensuring that customer requirements are met and documenting results against the project’s Functional Requirements Matrix. Measure outcomes to gauge project success and areas for improvement. - Internal Liaison and Collaboration: Act as a liaison between technical resources, engineers, and project managers, managers, to communicate customer needs effectively. Collaborate with internal teams to adapt Motorola’s highly configurable Commercial Off the Shelf (COTS) software to meet specific client use cases. - Collaboration: Partner with Program Leaders throughout the project lifecycle, from inception to conclusion, to ensure timely delivery of software solutions while adhering to scope and budget constraints. - Stakeholder Communication: Present analysis results and project updates to stakeholders, developing clear and informative presentations that support effective decision-making and facilitate project buy-in from customer leadership. - Responsible for the delivery of the Command Center Software (CCSW) HW/SW Platform migration tasks per our customer’s contract. The manager is accountable for the implementation, sustainment, and management of Command Center Software P1 delivery of our maintenance contracts. Success is measured in terms of organizing and planning tasks per our customer contracts, on schedule delivery of those upgrade tasks, customer satisfaction, and collaborating on establishing processes and procedures around continuously maintaining our customers. - Responsible for overseeing and providing support for the implementation of CCSW HW/SW Platform migration projects and will act and be recognized as the leader / focal point for all aspects of their teams assigned project(s). Further responsible for ensuring their team is delivering the contractual scope, on schedule and within budget, while maintaining customer satisfaction. Qualifications - Preferred Bachelor’s degree in Information Technology, Project Management, Engineering or related field or 5 years of experience in a public safety Information technology field. - Must be a self-motivated team player able to work effectively with general guidance toward objectives. Target Base Salary Range: $110,000 - 120,000 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. This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers. #LI-LD Basic Requirements - 5+ years experience in one of the following: Public Safety, Business Analysis, Field Service, CAD- Computer Aided Dispatch, Record Management Systems, and Jail Applications. - Must be able to obtain background clearance as required by government customer. - 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 PlanNoOur U.S. Benefits include: - Incentive Bonus Plans - Medical, Dental, Vision benefits - 401K with Company Match - 10 Paid Holidays - Generous Paid Time Off Packages - Employee Stock Purchase Plan - Paid Parental & Family Leave - and more! EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.