Software Customer Service Manager

Motorola Solutions•Indianapolis, IN

1d•$90,000 - $100,000•Remote

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Customer Success & Field Support Job Description Responsibilities/Expectations: 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. Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. MOTOROLA SOLUTIONS OVERVIEW At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Learn more at www.motorolasolutions.com. If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.

Requirements

High School diploma, or Associates, or Bachelor's degree and 4+ years of experience in Vesta or Command Center Software, OR 5+ plus years in Vesta, Command Center Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Bachelor's Degree in Business, IT, Management, Marketing, or Sales
5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus.
Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment

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.