Customer Advocate

• Manage a portfolio of customers within an assigned region.
• Engage end users and key stakeholders to ensure our solutions are successfully onboarded and configured for real-world workflows.
• Ensure customers realize the full value of Motorola Solutions’ hybrid-cloud portfolio.
• Drive high adoption of licensed features, focusing on daily active usage and mission-critical workflows.
• Monitor account health via adoption, license activation, utilization, and customer feedback data.
• Collaborate closely with Sales, Deployment, Product Activation, and Support to ensure a seamless customer experience from deployment through renewal.

Customer Success Advocate

• Be the first point of call for all adventure queries on the phone, live chat, social media and email; enabling our customers to successfully book the hassle-free experiences we’re renowned for.
• Converting a high rate of enquiries into new bookings and answering pre-departure questions from our customers.
• Handle pre-booking and post-booking questions with empathy, accuracy, and professionalism.
• Working in conjunction with our local hosts around the world to manage existing bookings & ensure a consistently clear, friendly and positive booking experience is delivered at all times for our customers.
• Ensuring no customer waits more than 24 hours for a response from our team or our local hosts, and that all inquiries are handled within established SLAs.
• Problem solving customer barriers to booking and issues with the platform.
• Composing thoughtful and accurate replies to customer and host questions.
• Monitoring and controlling numerous tasks and issues simultaneously.
• Perform problem tracking, including documenting, prioritizing, and escalating issues as needed.
• Sharing your customer insights and experiences with the rest of the team to ensure we’re continuously improving our user experience.
• Maintain up-to-date product and service knowledge to support customer needs effectively.
• Deliver service excellence with each interaction, maximizing customer satisfaction and maintaining strong feedback scores.

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Customer Success Advocate

Senior Customer Advocate – Sales Support