Scaled Customer Success Associate
New
US RemoteFull-TimeMiddle
Salary70,000 - 80,000 USD per year
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Job Details
- Experience
- 3+ years of experience
- Required Skills
- Salesforce
Requirements
- High School diploma, Bachelor’s degree and 3+ years of experience in a Customer-Facing role in Customer Advocacy, Sales or Public Safety
- The Scaled Mindset: You enjoy finding ways to solve a problem once and sharing it with a thousand people, rather than solving the same problem a thousand times.
- Systems & Process Oriented: You enjoy finding the most efficient way to accomplish a goal and love using tools like Salesforce and Gainsight
- Communication: Ability to communicate clearly and effectively with customers, peers and leadership with a strong emphasis on written communication
- Technical Aptitude: Demonstrated ability to quickly learn complex software and translate technical features into simple, value-based recommendations.
- Time Management: Exceptional ability to prioritize a high volume of tasks and manage a large portfolio of customers without letting details fall through the cracks.
- Avid Learner: A commitment to increasing knowledge of public safety best practices and developing personally and professionally
- Relationship Builder: Demonstrated ability to influence and maintain working relationships in large, cross-functional organizations and law enforcement agencies.
- Team Player: Ability to coordinate and collaborate effectively with cross-functional internal resources.
- Strong Customer Focus: Demonstrate understanding of the customer needs, proactively responding and following through on customer commitments.
- Adaptability and Flexibility: Ability to adjust to new situations, be uncomfortable in the unknown and take initiative.
Responsibilities
- Own the customer journey for a high-volume portfolio, ensuring agencies are successful from initial go-live through their annual renewal cycles.
- Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk." Execute scaled digital outreach campaigns to re-engage these users and drive adoption.
- Help build and refine the "Scaled" playbook—finding the most efficient ways to provide a "white-glove" feel to a high volume of agencies through technology.
- Develop a robust library of self-service resources, including "How-to" videos and best practice guides. Translate complex technical workflows into simple, actionable content tailored for Motorola’s customer base.
- Monitor and create content to address customer questions and to keep the conversation going. Enable the forum to be a resource hub where users can share insights and learn from peer successes.
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