Software Customer Service Manager - Midwest Region - US Remote
About The Position
The Software Customer Service Manager position resides in Global Services, within the Deployment, Managed & Support Services. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter 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. This role reports into the Regional Service Manager (CSM).
Requirements
- High School diploma, Associates, or Bachelor's degree in Business, Communications, Finance, IT, Management, or Technology 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
- 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus.
Responsibilities
- 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.
- 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.
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 and more!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
