Software Customer Service Manager - Midwest Region

Motorola Solutions; Illinois; On-site; USD 90,000 - 100,000; 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

Job summary

Motorola Solutions is seeking a Software Customer Service Manager who will oversee day-to-day management of CommandCenter Software contracts and services relationships. You will coordinate cross-functional teams to ensure contractual obligations are met and drive customer satisfaction across the deployment lifecycle.

In this role, you’ll collaborate with Sales, Product, Engineering, Deployment, and CMSO Support teams, manage escalations, and communicate updates including cloud releases and field

Qualifications

• Bachelor's degree in a relevant field (Business, IT, Communications, etc.).
• Experience with software deployment and service management is a plus.
• Strong communication and problem-solving skills.

Responsibilities

• Manage day-to-day software customer service contracts and relationships for CommandCenter Software.
• Coordinate field resources and escalation handling to meet contractual obligations.
• Communicate updates and changes, including cloud releases and field change orders.
• Build trusted technical advisor relationships within the customer base.

Skills

Agile project management

Cross-functional collaboration

Contract management

Customer relationship management

Education

Bachelor's degree

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 Customer Service Management 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

The Software Customer Service Manager position resides in the Deployment, Managed & Support Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter 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. This role reports into the Regional Service Manager (CSM).

Responsibilities

• 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.
• 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.
• 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus.

Target Base Salary Range

$90,000 - $100,000 USD

Basic Requirements

• High School diploma, Associates, or Bachelor's degree in Business, Communications, Finance, Information Systems, Information Technology, or Management.
• 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

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. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you. 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.

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.