Software Customer Service Manager

Motorola Solutions•Virginia, US Offsite, VA

60d•Remote

About The Position

This Software Customer Service Manager position is responsible for the overall account health of Motorola Solutions’ State and Local Public Safety agencies. This role resides in Global Services, within the Command Center Solutions Services organization. The Software Customer Service Manager partners with customers across multiple product lines, with an emphasis on Command Center Software Solutions. The primary responsibility is to remove obstacles, drive issue resolution, ensure service delivery and proactively deliver technical best practices. This role reports into the Regional Services Manager, Command Center Solutions Services, and will be primarily focused on our VESTA 9-1-1, VESTA NXT, and VESTA NXT Router customers. This is a fully remote position which requires approximately 25% travel within the Northeast region. Strong preference for candidates based in Pennsylvania, West Virginia, Virginia, Maryland, Delaware, and the District of Columbia.

Requirements

High School diploma, or Associates, or Bachelor’s Degree, with Public Safety experience, OR 6 years Public Safety software experience required.
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

Strong understanding and experience in both legacy and Next Generation 9-1-1 environments.
Experience using or administering the VESTA 9-1-1 call handling suite of products

Responsibilities

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 clearly 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, focused on account health and issue resolution.
Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Support Managers, and CMSO Support teams throughout the customer engagement.