Software Service Manager - US Remote

Motorola Solutions•Colorado Springs, CO

13d•Remote

About The Position

The Software Customer Service Manager position resides in the Deployment and Services Division of the Command Center Software Services organization. This role is responsible for the day-to-day management of customer service contracts and services relationships for Command Center Software, Mobile Video, and Rave. 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 Command Center Software Services Territory Manager.

Requirements

High School diploma, Associates, or Bachelor's degree, OR 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience.
Must have a strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment required.
Must be able to obtain a background clearance as required by our government customers.

Nice To Haves

Public Safety experience is preferred.

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.