Technical Account 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.

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.

The Technical Account Manager (TAM) position is responsible for the overall account health of Motorola Solutions’ public safety agencies. This role resides in Global Services, within the Video and Software Services Organization.

The Technical Account Manager partners with customers across multiple product lines, with an emphasis on CAD products and Command Center Software Solution. The primary responsibility is to remove obstacles, drive issue resolution, ensure service delivery and proactively deliver technical best practices.

The Video and Software Services 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 Manager, Customer Success and Field Support.

• Scope of responsibilities/expectations
• 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.
• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Travel 10‑25%

• Strong understanding of Motorola Software and Video products.
• 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…