Customer Success Manager

Motorola Solutions · London

Company Overview

At 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 Overview

The Guardian InLife Team is dedicated to managing the post-implementation journey of live customers utilizing Motorola Solutions products. Serving as the primary point of contact for all operational engagements, the team helps to ensure a seamless experience across both the Guardian portfolio (including Guardian CAD, CADView, ICCS, Mobile, and DEMS) and the wider Motorola Solutions safety and security ecosystem. We build and connect technologies to help protect people, property, and places, fostering collaboration across critical public safety and enterprise systems.

Job Description

Key Responsibilities

Customer Relationship & Account Management

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

Incident, Problem, & Backlog Governance

Co-lead regular customer Incident and Problem review meetings alongside the Service Desk team to address operational issues and bug fixes
Own, run, and manage customer DevOps Backlog Review meetings to prioritize user stories, bugs, and action items toward smooth resolution
Administer Azure DevOps access, permissions, and operational functions for both customer and internal stakeholders

Software Upgrades & Vendor Coordination

Schedule and coordinate software upgrades from Staging environments through User Acceptance Testing (UAT) and into Production execution
Raise, document, and track ServiceNow Change Requests (CRs) while coordinating with Engineering, Hosting, and third-party vendors (such as Mitel) to secure technical resources
Draft and dispatch technical customer advisories, host live Bridge Meetings during maintenance windows, and manage alert notifications for potential network impacts

Basic Requirements

Bachelor's Degree in Business, Information Technology, Engineering, or a technical field
Solid experience in Customer Success, Technical Project Management, or IT Service Management (ITSM)

Job Requirements

Technical Expertise

ServiceNow & Azure DevOps experience to manage Change Requests, Backlog reviews, Wiki, and Work Item tracking
Software Release Knowledge to navigate software release cycles (Staging vs. Production environments), User Acceptance Testing (UAT), and infrastructure patching
Technical Communication skills in English to translate complex technical changes into clear customer advisories and conduct live bridge calls

Professional Experience

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

Preferred Qualifications (Optional)

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

Company Rewards & Benefits In return for your expertise, we’ll support you in this new challenge with coaching and development every step of the way. Also, to reward your hard work you’ll get:

Competitive salary and bonus schemes
Two weeks additional pay per year (holiday bonus)
25 days holiday entitlement + bank holidays
Attractive defined contribution pension scheme
Private medical insurance
Employee stock purchase plan
Flexible working options
Life assurance
Enhanced maternity and paternity pay
Career development support and wide-ranging learning opportunities
Employee health and wellbeing support (EAP, wellbeing guidance)
Carbon neutral initiatives/goals
Corporate social responsibility initiatives including support for volunteering days
Well-known companies discount scheme

Apply Today Ready to help build a safer future? Join our team and apply today to help keep communities and workplaces protected when it matters most!

#LI-NW1 #Remote #CustomerSuccess #PublicSafety #SaaS #ITSM #ServiceNow #DevOps #TechnicalAccountManagement #AccountManagement #TechJobs

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions UK Limited

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.

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