Software Customer Service Manager

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer.

Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem.

That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view.

We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help.

The work we do here matters.

Department Overview

The Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services.

We build strong relationships with Public Safety to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction.

We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.

Job Description

The Software Customer Service Manager position resides in Global Services, within the Software and Video Service Organization.

This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software, Mobile Video, and Rave.

The Software Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base.

This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

This role reports into the Software and Video Services Territory Manager.

Scope of Responsibilities / Expectations :

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
• Exercise judgment in selection methods and techniques for obtaining solutions.
• Ensures best practices are being adhered to within the customer's environment.
• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
• Maintains awareness of all complex service matters including technical solutions implementations and activities.
• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment
• Can explain technical problems and solutions to team / client members.
• Ensures effective coordination and support between account teams and supporting technical resources.
• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.
• Proficiency in Agile project management.
• Familiarity with software deployment methodologies and quality processes.
• Dedication to delivering and supporting end-to-end solutions with exceptional quality.
• 5+ plus years in CommandCenter Software and / or Mobile Video Deployment, Engineering, Sales / Presales, CMSO or Managed & Support Services experience is a plus.

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Basic Requirements

• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.
• Must be able to obtain background clearance as required by government customer(s).
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Our U.S. Benefits include :

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

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.

We're committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.

To request an accommodation, please email [email protected].