Federal Software Customer Service Manager - Remote

Motorola Solutions

1d•Remote

About The Position

The Command Center Software Services (CCSS) Federal team provides end-to-end operational and strategic support for mission-critical 911 and Computer Aided Dispatch (CAD) solutions. The Customer Service Manager (CSM) owns the technical and commercial health of the Federal territory, acting as a proactive driver for service excellence. This role focuses on optimizing system performance through remediation planning, managing the full contract lifecycle to prevent coverage lapses, and partnering with Sales to expand maintenance and support service offerings for our Federal customers.

Requirements

High School diploma, Associate's or Bachelor's degree, and 5+ years of successful experience in lifecycle service Account Management, Systems Implementation/ Integration, Public Safety Systems Sales, or Public Safety Systems Engineering is required.
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information.
Must be a U.S. citizen with the ability to obtain a security clearance as required by our government customers.
Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, and PowerPoint) is required.

Nice To Haves

Knowledge of Motorola 911 and CAD systems and products is preferred.

Responsibilities

Serve as the primary lead for resolving complex system and technical issues throughout the service contract lifecycle.
Proactively identify delivery gaps and develop comprehensive remediation plans to ensure system stability and performance.
Act as a self-starting catalyst for progress by identifying and gathering internal technical expertise or engaging external service partners to execute specialized repairs, system optimizations, and mission-critical resolutions.
Partner with Sales Account Management to identify and close new managed service opportunities, creating proposals that expand the Motorola software service portfolio within customer accounts.
Take proactive ownership of the service contract roadmap; track expiration dates and partner with Sales to develop execution plans that ensure seamless contract renewals and prevent lapses in service coverage.
Take full accountability for account health, including P&L goals, cost/margin performance tracking, and the management of service billings and receivables to ensure all delivered value is accurately captured.
Develop and maintain high-level, multi-layered relationships within Federal agencies, serving as the trusted point of contact to ensure peak customer satisfaction and long-term service strategy.
Coordinate across all internal stakeholders such as Sales, Engineering, Program Management, Contracting and Finance teams to ensure all technical and commercial actions remain in strict compliance with US Federal Government Markets Division policies.
Manage professional communications and technical service delivery across various time zones to support a global Federal customer base, primarily within the US.