Software Customer Service Manager - VESTA
About The Position
The Vesta Customer Service Manager (CSM) position resides in the Command Central Software Deployment and Support Services Organization within Global Services. This role is responsible for the day-to-day management of the Vesta 911 call handling customer services contracts and services relationships. The Vesta Customer Service Manager ensures we are meeting our contractual obligations and drives the appropriate resources to solve complex issues. The Support Services organization is dedicated to the long-term success of our customers through enhanced customer relationships, onsite technical expertise, and ongoing professional services. The Vesta Customer Support Manager reports to the Command Center Software Support Services Regional Services Manager.
Requirements
- High School diploma, Bachelor's Degree OR 3+ years of experience in a Technical Customer Support, OR a Public Safety environment.
- Must be able to obtain a background clearance as required by our government customers.
- Legal authorization to work in the U.S. indefinitely is required.
- Employer work permit sponsorship is not available for this position.
Nice To Haves
- 3+ years of Customer Service/Support experience preferred.
- Understanding of Motorola Solutions products and services with a particular focus on VESTA 9-1-1
- Understanding of ServiceNow ticketing tools
- Understanding of the Google software suite
- Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
- Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
- Exhibit strong ownership and follow through; own the customer’s issue and drive resolution to ensure the customer is satisfied with the end result
- Exceptional interpersonal skills required
- Strong determination in the face of challenges.
- Strong verbal and written communication skills
- Must have strong organizational skills and the ability to handle multiple tasks.
- Effective time management skills required
- Proficient computer skills with emphasis on windows based applications
- Customer focused; detail orientated individual
- Ability to maintain a positive attitude in a high stress/at times confrontational situation.
- Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
- Confident individual who exceeds at responsibility and accountability
- Demonstrates a high degree of drive and determination; willing to go the extra mile to provide outstanding customer service
- Adaptive and flexible individual who is willing to learn and make recommendations for improvements
- Ability to work and make decisions with minimal supervision
Responsibilities
- Work in collaboration with Sales, Product, Engineering, Deployment, 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.
- Facilitates life-cycle management of upgrades, technical service bulletins and system changes.
- 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
- Ability to explain technical problems and solutions to internal stakeholders and customers
- 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.
- Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
