Software Customer Service Manager

Job Description

Job Description

This Software Customer Service Manager position is responsible for the overall account health of Motorola Solutions’ State and Local Public Safety agencies. This role resides in Global Services, within the Command Center Solutions Services organization.

The Software Customer Service Manager partners with customers across multiple product lines, with an emphasis on Command Center Software Solutions. The primary responsibility is to remove obstacles, drive issue resolution, ensure service delivery and proactively deliver technical best practices.

This role reports into the Regional Services Manager, Command Center Solutions Services, and will be primarily focused on our VESTA 9-1-1, VESTA NXT, and VESTA NXT Router customers.

This is a fully remote position which requires approximately 25% travel within the Northeast region. Strong preference for candidates based in New Jersey, New York, Pennsylvania, and Connecticut.

Scope of Responsibilities/Expectations:

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 clearly 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, focused on account health and issue resolution.

Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Support Managers, and CMSO Support teams throughout the customer engagement.

Travel up to 25%

Ideal Qualifications:

Strong understanding and experience in both legacy and Next Generation 9-1-1 environments.

Experience using or administering the VESTA 9-1-1 call handling suite of products

#LI-BA1

#LI-REMOTE

Basic Requirements

High School diploma, or Associates, or Bachelor’s Degree, with Public Safety experience, OR 6 years Public Safety software experience 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.

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.