Federal Software Customer Service Manager - Remote

Silvus Technologies; Maryland; On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

Motorola Solutions is looking for an experienced Customer Service Manager in Maryland. This role involves managing technical and commercial health for Federal customers, focusing on optimizing system performance and expanding managed service opportunities. Candidates should have a higher education degree and at least 5 years of relevant experience. Skills in Microsoft software and knowledge of Motorola's 911 and CAD systems are preferred. The position offers a chance to contribute to a safer future while ensuring contract compliance and customer satisfaction.

Qualifications

• 5+ years of experience in lifecycle service Account Management or related fields.
• Applicants must be U.S. citizens with ability to obtain security clearance.

Responsibilities

• Resolve complex system and technical issues during the service contract lifecycle.
• Manage service contract roadmap including expiration dates and renewals.
• Develop relationships within Federal agencies for customer satisfaction.

Skills

Knowledge of Motorola 911 and CAD systems

Microsoft business software (Outlook, Word, Excel, PowerPoint)

Ability to manage customer relationships

Strong communication skills

Education

High School diploma or higher

Job description

Overview

Company 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.

Department Overview

The Command Center Software Services (CCSS) Federal team provides end-to-end operational and strategic support for mission-critical 911 and Computer Aided Dispatch (CAD) solutions. The Customer Service Manager (CSM) owns the technical and commercial health of the Federal territory, acting as a proactive driver for service excellence. This role focuses on optimizing system performance through remediation planning, managing the full contract lifecycle to prevent coverage lapses, and partnering with Sales to expand maintenance and support service offerings for our Federal customers.

Responsibilities

• Serve as the primary lead for resolving complex system and technical issues throughout the service contract lifecycle. Proactively identify delivery gaps and develop comprehensive remediation plans to ensure system stability and performance.
• Act as a self-starting catalyst for progress by identifying and gathering internal technical expertise or engaging external service partners to execute specialized repairs, system optimizations, and mission-critical resolutions.
• Partner with Sales Account Management to identify and close new managed service opportunities, creating proposals that expand the Motorola software service portfolio within customer accounts.
• Take proactive ownership of the service contract roadmap; track expiration dates and partner with Sales to develop execution plans that ensure seamless contract renewals and prevent lapses in service coverage.
• Take full accountability for account health, including P&L goals, cost/margin performance tracking, and the management of service billings and receivables to ensure all delivered value is accurately captured.
• Develop and maintain high-level, multi-layered relationships within Federal agencies, serving as the trusted point of contact to ensure peak customer satisfaction and long-term service strategy.
• Coordinate across all internal stakeholders such as Sales, Engineering, Program Management, Contracting and Finance teams to ensure all technical and commercial actions remain in strict compliance with US Federal Government Markets Division policies.
• Manage professional communications and technical service delivery across various time zones to support a global Federal customer base, primarily within the US.

Preferred Skills

• Knowledge of Motorola 911 and CAD systems and products is preferred.
• Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, PowerPoint) is required.
• The Customer Service Manager (CSM) must travel up to 50% of the time due to business demands.

Requirements

• High School diploma, Associate's or Bachelor's degree, and 5+ years of successful experience in lifecycle service Account Management, Systems Implementation/ Integration, Public Safety Systems Sales, or Public Safety Systems Engineering is required.
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information.
• Must be a U.S. citizen with the ability to obtain a security clearance as required by our government customers.

Travel

25-50%

Relocation

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.