Software Customer Service Manager
About The Position
The Software Customer Service Manager is responsible for the day-to-day management of PremierOne, Flex, and Emergency Call Handling software. The role ensures contractual obligations are met, provides expertise in software and mobile video solutions, and coordinates resources to resolve complex customer issues. It supports customers’ long-term success through strong relationships, onsite technical expertise, and professional services, while driving operational acceptance and satisfaction across the product ecosystem. This is a fully remote position requiring approximately 25–50% travel within the Southeast region. Candidates based in the Southeast are strongly preferred. The role collaborates with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout customer engagements.
Requirements
- Bachelor's degree and 3+ years of customer success or public safety experience, or 5+ years of sales or public safety experience.
- Must be able to obtain background clearance as required by government customers.
- Legal authorization to work in the U.S. indefinitely; employer work permit sponsorship is unavailable.
Nice To Haves
- Bachelor's degree is preferred.
- 5+ years of CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO, or Managed & Support Services experience.
- Previous public safety experience.
- Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.
- 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.
Responsibilities
- Execute service agreements, deploy field resources, reduce time to resolution, and manage escalations.
- Use judgment to select methods and techniques for obtaining solutions.
- Ensure best practices are followed within customer environments.
- Deliver consistent service levels, exceed customer expectations, and manage customer escalations.
- Coordinate the processing, communication, and implementation of technical changes, including cloud releases, customer requests, field change orders, and reconfigurations.
- Participate in upgrade and execution plans.
- Maintain awareness of complex service matters, including technical solution implementations and activities.
- Report on technical performance and review relevant open service requests within customer environments.
- Explain technical problems and solutions to team and client members.
- Coordinate support between account teams and technical resources.
- Build value-added relationships and serve as a trusted technical advisor to customers.
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
Mid Level
