Video Customer Support Manager - North Eastern Region - US Remote

Motorola Solutions; East Windsor Hill (CT); Remote; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid holidays

Employee Stock Purchase Plan

Job summary

Motorola Solutions is seeking a Video Customer Support Manager to oversee day-to-day contract management and relationships for video solutions, including Mobile Video and Vehicle Intelligence, within North America Managed & Support Services. The role emphasizes service delivery, renewal growth, and cross-functional collaboration across Sales, Product, Engineering, Deployment, and CMSO Support teams.

Ideal candidates have 5+ years in lifecycle sustainment account management or video service

Qualifications

• 5+ years of successful experience with lifecycle sustainment account management or 5+ years in customer support / account management for video solutions.
• Familiarity with contract management tools (Oracle / SCDR / Q2SC).
• Strong written and verbal communication skills and ability to collaborate across teams.
• Experience with renewal and growth of service contracts and cross-sell opportunities.

Responsibilities

• Provide a single point of contact for contract management and ensure service delivery and SLA compliance.
• Execute service agreements, deploy field resources, manage cases, and oversee escalation processes.
• Maintain and communicate the scope of services per contract and ensure customer obligations are understood.
• Build trusted relationships and become the go-to service delivery advisor for the customer.
• Coordinate updates related to new releases, requests, and reconfigurations, and participate in upgrade plans.
• Report on technical performance and review open service requests with customers.

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.

The Video Customer Support Manager position resides in Global Services, within the North America Managed & Support Services organization. This role is responsible for the day-to-day management of customer contracts and relationships for our video solutions, including Mobile Video and Vehicle Intelligence product lines.

The Video Customer Support Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our video solutions, and directs 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, on-site 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 Video Services Regional Support Manager based on geographical location.

Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.

• Provide Customers a single point of contact for Contract management and ensure service delivery and Service Level Agreements (SLA) compliance
• Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
• Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
• Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
• Ensure best practices are being adhered to within the customer's environment.
• Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
• Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
• Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
• Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
• Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
• Have familiarity with video solution deployment methodologies and quality processes.
• Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
• Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Service Provider Statements of Work.
• Manage the service contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.

• Possess 5+ years of successful experience with lifecycle sustainment account management OR 5+ years of experience in customer support / customer account management to include Mobile Video, Vehicle Intelligence, or other video solutions.
• Understanding of Oracle / SCDR / Q2SC tools for contract management.
• Strong working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.
• Ability to achieve contract renewal and services growth goals.
• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.
• Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.
• Knowledge and experience utilizing Google Suite tools and Microsoft business software is required.

Target Base Salary Range: $85,000 - $90,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. LI-REMOTE

High School diploma, Associates, or Bachelor's degree in Business, Communication, Management, Technology, or 5+ years of Customer Service Management experience required.

Must be able to obtain a background clearance as required by our government customers.

Legal authorization to work in the U.Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Incentive Bonus Plans

• ~ Medical, Dental, Vision benefits
• ~10 Paid Holidays
• ~ Employee Stock Purchase Plan

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.