Customer Success Manager

• 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
• 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
• 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
• 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

Benefits

• Flexible work models
• Paid time off
• Paid parental and family leave
• Health care benefits
• Global wellness resources
• Employee assistance programs
• Rotation programs
• Mentor relationships
• Learning and development opportunities
• Retirement benefits
• Employee bonuses
• Stock grants & employee stock purchase plans

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