Software Service Manager - Arizona

Software Customer Service Manager

Position resides in North America Command Center Software, Managed & Support Services and Success, within the Deployment and Service division. The team supports our public safety agencies worldwide once customers go live with our products and systems. This manager oversees day‑to‑day customer service contracts and relationships for Emergency Call Handling, Command Center Software, Mobile Video, and Rave products, ensuring contractual obligations are met and complex issues are resolved.

The organization is dedicated to the long‑term success of our customers, driving operational acceptance and satisfaction through enhanced customer relationships, onsite technical expertise, and ongoing professional services.

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio (LMR) Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Accountable for 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.
• Ensure best practices are adhered to within the customer's environment.
• Deliver consistent service levels by exceeding customer expectations and managing escalations.
• Manage and coordinate the processing, communication, and implementation of technical changes, including new cloud releases, customer requests, field change orders, and reconfigurations; engage in 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 the customer's environment.
• Explain technical problems and solutions to team and client members.

• Coordinate and support account teams and technical resources.
• Build value‑added relationships within the account to become the trusted technical advisor.
• Strong understanding of Motorola Software and Video products, API technologies, software architecture and design, system integration, and cloud deployment.
• PMP certification or similar preferred.
• Public Safety background preferred.
• Bachelor’s degree preferred.

• High school diploma, associate’s or bachelor’s degree in Computer Science, Engineering, Business Management, Customer Success, CSMO, Sales, or Presales experience required.
• Must be able to obtain a background clearance required by government customers.
• Legal authorization to work in the U.S. indefinitely required.
• Employer work permit sponsorship not available for this position.

50-75%

None

Experienced Referral Payment Plan Yes

Target Base Salary Range: $100,000 - $120,000 USD.

• 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!

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.