Remote Software Customer Success Manager (Public Safety)

Motorola Solutions; Charlotte (NC); Remote; USD 100,000 - 115,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

GenerousPaidTime Off Packages

Employee Stock Purchase Plan

PaidParental & Family Leave

Job summary

Motorola Solutions is seeking an experienced Customer Success Manager to manage PremierOne, Flex and Emergency Call Handling software deployments across our Southeast customers. This remote role requires travel and close collaboration with Sales, Product, Engineering and Support to ensure on-time delivery and high customer satisfaction.

You will own service execution, drive resources, manage escalations, and guide customers through cloud releases and configuration changes while maintaining

Qualifications

• Bachelor's degree is preferred.
• 5+ years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus.
• Previous public safety experience a plus.
• 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

• Collaborate 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.
• Strong understanding of Motorola Software and Video products,

Skills

CommandCenter

Mobile Video

Public Safety

API Technologies

Software Architecture

System Integration

Cloud Deployment

Agile PM

Deployment Methodologies

Quality Processes

End-to-End Solutions

Education

Bachelor's degree

Job description

Motorola Solutions is seeking an experienced Customer Success Manager to manage PremierOne, Flex and Emergency Call Handling software deployments across our Southeast customers. This remote role requires travel and close collaboration with Sales, Product, Engineering and Support to ensure on-time delivery and high customer satisfaction.

You will own service execution, drive resources, manage escalations, and guide customers through cloud releases and configuration changes while maintaining