Software Customer Service Manager

Motorola Solutions; North Carolina; Hybride; USD 100 000 - 115 000; Plein temps

Avantages offerts par ce poste

Incentive bonus plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Résumé du poste

Motorola Solutions is seeking a Software Customer Service Manager for the Southeast region, fully remote with 25-50% travel. You will manage the PremierOne, Flex and Emergency Call Handling software, ensuring we meet contractual obligations, provide expert software and mobile video solutions, and drive resources to solve complex issues for our customer base.

This role emphasizes long-term customer success, onsite technical expertise, and professional services to drive adoption, value

Qualifications

• Bachelor's degree with 3+ years of customer success/public safety experience OR 5+ years of sales/public safety experience
• Must be able to obtain background clearance as required by government customers
• Legal authorization to work in the U.S. indefinitely is required

Responsabilités

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, and CMSO teams across the customer engagement.
• Accountable for execution of service agreements and deployment of field resources.
• Reduce time to resolution and manage escalations.
• Ensure best practices within the customer's environment.
• Deliver consistent service levels and exceed customer expectations.

Connaissances

Customer Success

Public Safety Experience

Agile Project Management

Cloud Deployment

Formation

Bachelor's degree in related field

Description du poste

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 Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services. We build strong relationships with Public Safety to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction. We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.

Job Description

This role is responsible for day-to-day management of the PremierOne, Flex and Emergency Call Handling software. 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.

Travel

This is a fully remote position that requires approximately 25-50% travel within the Southeast region. Strong preference for candidates based in the Southeast.

Scope of Responsibilities/Expectations

• 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.

Preferred Qualifications

• Bachelor's degree is preferred 5+ plus 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.

Target Base Salary Range

$100,000 - 115,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• Bachelor's Degree with 3+ years of customer success/public safety experience OR 5+ years of sales/public safety experience
• Must be able to obtain background clearance as required by government customer(s).
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.

Travel Requirements

• 25-50%
• Relocation Provided None
• Position Type Experienced Referral Payment Plan Yes

U.S. 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 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.

MOTOROLA SOLUTIONS 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.

Learn more at www.motorolasolutions.com.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.