Video System Manager

Motorola Solutions

1d • Remote

About The Position

The Video System Manager position resides in Global Services, within the North America Mobile Video Managed & Support Services organization. This role is responsible for the day-to-day management of customer contracts and relationships for our video solutions, including Vehicle Intelligence product lines. The Video System Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our video solutions, and directs 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, on-site 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 Video Services Regional Support Manager based on geographical location.

Requirements

• High School diploma, Associates, or Bachelor's degree, OR 5+ years of experience in Customer Support / Customer Account Management to include Mobile Video, Vehicle Intelligence, or other video solutions.
• Must have working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written required.
• Must be able to obtain a background clearance as required by our government customers.

Nice To Haves

• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts
• Familiarization with forecasting and cost/revenue/margin business acumen.
• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.
• Must be capable of learning service products, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.
• Knowledge and experience utilizing Google Suite tools and Microsoft business software is required.
• Ability to achieve contract renewal and services growth goals.
• Understanding of Motorola Solutions products and services.
• Understanding of Servicer Statement of Work for contract management.
• Candidates must reside in Michigan or Northern Ohio to be considered for this position.

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
• Oversee Servicer Statement of Works (SSOW)with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.
• Provide Customers a single point of contact for all items related to Video Services.
• Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
• Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
• Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
• Ensure best practices are being adhered to within the customer's environment.
• Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
• Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
• Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
• Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
• Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
• Have familiarity with video solution deployment methodologies and quality processes.
• Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
• Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Servicer Statements of Work.
• Work with the Customer Support Manager on any contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees