• Proactive monitoring of customer platform usage during sales cycles via system alerts, email workflows and support tickets to ensure any issues that arise are successfully and rapidly resolved internally and with customers • Respond to, triage and drive resolution of all inbound support requests from customers and their buyers • Own escalated support issues to ensure that production blocking issues are rapidly resolved • Conduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer results • Leverage our BI tool/platform to provide scheduled and ad-hoc customer analytics and reporting to ensure all customer deliverables and alerts are on-time and error free • Work with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks/tickets during new customer onboarding and subsequent software upgrades • Play a key role in a range of initiatives to improve customer outcomes, platform adoption and productivity • Create and/or update internal support and external customer documentation • Be a subject matter expert in the Spoiler Alert platform and system features, functions and capabilities

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 OverviewMotorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Government and Public Safety customers. This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support State and Local governmental entities across Central and Eastern New York State, Massachusetts, New Jersey, and Connecticut. Job Description - The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. - Manage government contracts with responsibility for the successful delivery of service products for local government customers. - Manage the relations with external partners responsible for delivering service products to customers, is responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals, overseeing contract P&L performance including meeting service billing and cost performance goals. - Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams. - Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. - There is a major emphasis on developing customer relationships that will position Motorola for Service growth throughout the designated customer base. - The CSM must be willing to travel throughout the designated region (Northeast) and meet with customers face to face on a regular and ongoing cadence. - Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance. - Work with customers to discuss concerns and drive corrective actions to closure. - Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables. - Ensure that customers receive appropriate and timely reporting as required by the Services Contract. - Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes. - Manage product quality issues as needed - Engage as needed in the case management process to ensure proper service delivery - Assist partners, vendors, and customers as needed with payment and billing issues - Identify and implement areas for improvement to ensure improved service quality and best practice delivery - Ensure all operational documentation remain up to date and relevant - Manage third party vendors - Manage contract change management - Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests. - Gather and provide Booking Packages to SCSO for contract loading - Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. - The CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed. - Work with customer and field teams to create and/or update existing Customer Support Plans (CSP) - Create customer and service provider Statements of Work - Execute contract documents and obtain customer purchase orders - Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage) - Lead and manage the coordination of variation and other change request response and implementation of approved changes. - Oversee the change implementation into service delivery operations in coordination with Customer. - Work with customers on up-sell/cross-sell - Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs. - Achieve stated on time contract renewal goal - Achieve stated services growth goal for assigned contracts - Able to communicate with customer IT personnel regarding WLAN and wired infrastructures. Candidate Requirements - The CSM must reside in the territory to fully support their customers. The state of New Jersey is preferred. - Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract - Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. #LI-CC1 Target Base Salary Range: $80,000 - $110,000 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. ​ Basic Requirements - 4+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales. - Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. - Must be able to obtain background clearance as required by government customer(s) Travel Requirements10-25% Relocation ProvidedNone Position TypeExperienced Referral Payment PlanYesOur 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.

**What you will be doing:** - **What You’ll Do:** - Serve as the primary point of contact between executives, employees, clients, and external partners. 🤝 - Manage executives’ calendars, schedule meetings, and coordinate light travel arrangements as needed. 📅✈️ - Track expenses and prepare detailed reports on a regular basis. 📊 - Handle client inquiries, provide accurate information, and ensure a high level of customer satisfaction. 🌟 - Maintain organized filing systems and support administrative operations. 📁 - Take meeting notes and assist with client-facing communications. ✍️ - Support social media updates, billing, and invoicing when required. 💻 - Assist in coordinating virtual events or meetings for clients and team members. 🎉

Role Description As a Customer Success Manager, you will own onboarding, value realization, renewal, and expansion for your book of business. This individual will play a critical role in building and nurturing enterprise-level relationships with our customers, who are typically senior leaders in L&D, operations or sales managing large field sales organizations. You will be expected to multithread across the full organization, from the C-suite and VP level down to the frontline sales associates, building trust and alignment at every layer. Reports to the Head of Customer Success. Key metrics: Time to Value, Net Revenue Retention, CLTV and Customer Advocacy. Location: Remote, Canada Responsibilities - Onboarding and Value Realization - Lead structured onboarding engagements typically 4 to 10 weeks depending on scope - Align stakeholders on success criteria, milestones, and measurable outcomes - Drive early wins and document ROI to build executive confidence - Ensure clean handoff from Sales and clear documentation of goals and scope - Adoption, Training, and Support - Deliver live training for admins, managers, and end users - Provide ongoing enablement and workflow optimization - Act as primary support contact, resolving issues directly or coordinating with Product and Engineering - Monitor usage data and proactively address adoption risks - Relationship Management - Build and maintain multithreaded relationships across the full customer organization, from executive sponsors and economic buyers down to frontline managers and sales associates - Deliver compelling presentations independently to senior executive audiences, including groups of 10 or more VP and C-suite stakeholders - Serve as strategic advisor on how FrontlineIQ supports business goals - Bring structured customer feedback to Product and Leadership - Retention and Growth - Own renewal strategy, ROI storytelling, and contract coordination - Identify and drive upsell and cross sell opportunities - Develop risk mitigation plans when health signals decline - Track and report on adoption, engagement, executive alignment, and ROI progress Qualifications - 5 or more years in a high touch Customer Success role within SaaS - Experience managing enterprise accounts in the $200K to $300K+ ARR range, with demonstrated ability to navigate complex, multi-layered organizations - Proven track record of multithreading relationships from frontline teams to the C-suite - Comfortable presenting independently to senior executive groups without supervision - Experience in an early stage startup, ideally Series A or earlier - Demonstrated ownership of renewals and expansion - Background in retail software or direct experience working in retail earlier in your career - Understanding of coaching philosophy and how managers develop individual performers; able to bring both the art and the science to conversations about coaching program design - Exceptional written and verbal English - Professional fluency in Spanish and/or French is a plus What Sets You Apart - Relentlessly customer focused and outcome driven - Comfortable operating in ambiguity and building process while executing - Equally strong in strategy and hands on delivery - Knows intuitively when to follow the CS playbook and when to adapt, proactively shaping the engagement cadence to serve the customer's actual needs rather than defaulting to a fixed schedule - Data oriented and confident using analytics and AI tools - Resourceful, biased to action, and highly accountable - Strong emotional intelligence and executive presence - Energized by helping sales teams improve performance - Brings genuine warmth and energy to every customer interaction - Experience building Customer Success processes from zero Nice to Have - Familiarity with HubSpot, Slack, Google Workspace, Monday.com - Experience managing L1 and L2 support workflows - Building Knowledge Hub resources - Product marketing background Why FrontlineIQ You will join at a pivotal stage, shape the foundation of Customer Success, and directly impact retention, growth, and product direction. Backed by experienced operators and venture funding, we have the traction and resources to win. Now we are building the team to scale.