Mccoy Smith Email & Phone Number

Salt Lake City, Utah, United States

Sandy, Utah, United States

Greater Salt Lake City Area

Motorola Solutions, Inc (MSI) provides mission-critical communications products and services to public safety and commercial customers around the world. As part of its offerings, MSI also has a number of industry-leading public safety software applications. Some of these include crime analysis, situational awareness, automated dispatch, and digital evidence management.MSI's Customer Success team is tasked to manage the adoption and success of all law enforcement agencies leveraging it's various software products. As a CS leader, I am involved with developing the overall strategy and processes that are designed to improve our customers' success and satisfaction while remaining scalable for our company. Some of these processes include aligning all products to a territorial model, segmentation, customer journey development, and the implementation of Gainsight.Currently I manage the Customer Success West Region team. The team is tasked to be the adoption and success point of contact for the public safety agencies who leverage any of our software products (PremierOne, Flex, CommandCentral, and CallWorks)

Greater Salt Lake City Area

Directed a team of Client Services Professionals (2 Regional Managers, 12 Client Service Managers) that service 2000 customers throughout the United StatesMaintain constant communication with customers from C-Level to System Administrators to ensure overall satisfaction, ensuring product and service level satisfaction-Lead and manage strategic software implementation projects for multi-state accounts-Take part in negotiation of price and terms post-sales as well as the service level agreements for on-going deliverable and service strategiesAct as partner liaison to identify needs, research solutions and resolve issues efficiently relying on in depth knowledge of internal processes, project management expertise and key relationships Direct and coordinate event management for onsite and remote regional user group meetings, including partner hosts, conference facilities, accommodations, trainers, speakers, promotional materials and registration agendaMaintain on-going contact with Criminal Justice Information Departments to validate and share updated rules and regulations regarding system accessibility and security requirements to ensure compliance in each stateLong tenured employee with consistent promotions as a direct result of achieving the highest customer-satisfaction levels year-over-year

Greater Salt Lake City Area

Lead PM that ran all internal IT projects from LAN upgrades, Contact Center system replacement, Phone system upgrade, database updates, etc. Worked with senior leadership to achieve and drive company initiativesHelped improve change management for the company by working with a cross-functional team that drove department discussion and process change and documentation

Coordinated with interdepartmental teams to ensure project completion and provide customers with excellence in experience and interaction with the company. Facilitated communication between teams to ensure quality results in project management. Planned and developed project scope and objectives for companies based on professional analysis of company needs; created success plans that detail specific, measurable objectives with related tasks driving positive project and user experience outcomes.Managed maintenance renewals on annual revenue in excess of $1.5 million for more than 60 accounts, including 11 enterprise-level accounts and over 50 mid-market accounts.Organized regional events, such as peer group meetings and certification workshops, with client leadership and presented program information with other internal groups. Consulted with clients on annual budgets, review maintenance, renewal details, and manage related contract matters. Trained customer success teams in on-boarding and on-going best practice coaching to strengthen team efficiency and education.Communicated with cross-functional groups such as training, technical services, and product development teams to preserve and increase product adoption and champion client needs. Educated clients on key applications and processes related to day-to-day operations, such as the learning management system, knowledge base access, and technical services.

Installed core software module and 3rd party interface products for public safety CAD and RMS software. Setup and troubleshot Server grade hardware/operating system running on Windows Server, AIX, ,Solaris platforms. Worked with new customers for hardware and software setup, training, and technical coordination.

Worked in the Software Support Department at Bill Good Marketing. Assisted in call taking, and answering questions in the online chat room. Worked as the support technician for their seminars to put on twice a month. Later became the Assistant Manager for Software Support.

Managed Seminar Department & Data Entry Department. Worked in scheduling Financial Advisers to attend a weekly training on the software they purchased from Bill Good Marketing. Oversaw the Seminars while they were going on. Help with the data entry of their clientele from their old software into the Bill Good "Gorilla" Software.