Software Service Manager - US Remote

Responsibilities

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Execute service agreements, deploy field resources, reduce time to resolution, and manage escalations.
• Exercise judgment in selecting solutions and methods for obtaining solutions.
• Ensure best practices are adhered to within customer environments.
• Deliver consistent service levels by exceeding customer expectations and managing customer escalations.
• Help manage and coordinate processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and engage on all upgrade and execution plans.
• Maintain awareness of all complex service matters including technical solution implementations and activities.
• Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
• Explain technical problems and solutions to team and client members.
• Ensure effective coordination and support between account teams and technical resources.
• Build value‑added relationships within the domain of the account to become the trusted technical advisor to the customer.

• High school diploma, associate’s degree, or bachelor’s degree, OR 5+ years in Command Center software and/or mobile video deployment, engineering, sales/presales, CMSO or managed & support services experience.
• Strong understanding of Motorola software and video products, API technologies, software architecture and design, system integration, and cloud deployment.
• Ability to obtain a background clearance as required by government customers.
• Background in public safety preferred.

• Target base salary range: $100,000 – $110,000 USD.
• Travel requirements: 50–75%.
• Relocation provided:
  None.
• Position type:
  Experienced referral payment plan Yes.

• Incentive bonus plans.
• Medical, dental, and vision benefits.
• 401K with company match.
• 10 paid holidays.
• Generous paid time off.
• Employee stock purchase plan.
• Paid parental and family leave.

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.