Software Customer Service Manager

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations.

Connect with a career that matters, and help us build a safer future.

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 This role is responsible for day-to-day management of the Premier One, Flex and Emergency Call Handling software. 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.

Travel:

This is a fully remote position that requires approximately 25-50% travel within the Southeast region. Strong preference for candidates based in the Southeast.

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.

Strong understanding of Motorola Software and Video products,

Preferred Qualifications:

​Bachelor's degree is preferred5+ plus years in Command Center Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus.

Previous public safety experience a plus.

Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.

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.

Target Base Salary Range: $100, USDConsistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.#LI-BA1   …