Software Customer Service Manager

Motorola Solutions; Virginia (MN); On-site; USD 110,000 - 160,000; 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

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a Software Customer Service Manager to own the health of state and local Public Safety accounts. This role is remote with up to 25% travel in the Northeast region, focusing on VESTA 9-1-1, VESTA NXT, and VESTA NXT Router customers.

You will coordinate service delivery, escalation management, and implement best practices across multiple product lines, ensuring high customer satisfaction and alignment with cloud release plans.

Qualifications

• High School diploma, or Associates, or Bachelor’s Degree, with Public Safety experience, OR 6 years Public Safety software experience required.
• Ability to obtain a background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.

Responsibilities

• Accountable and responsible for the execution of service agreements and deployment of field resources.
• Reduction in time to resolution and escalation management.
• Ensure best practices are adhered to within the customer environment.
• Coordinate and communicate changes related to cloud releases and upgrades; ensure customer satisfaction.

Skills

Public Safety software experience

Customer service excellence

Technical troubleshooting

Education

High School diploma

Associates degree

Bachelor’s Degree

Tools

VESTA 9-1-1

Call handling software

Job description

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 Command Center Solutions Services 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 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 Pennsylvania, West Virginia, Virginia, Maryland, Delaware, and the District of Columbia.

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%.

Position Type

Experienced Referral Payment Plan Yes

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

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. 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.