Video Customer Support Manager - North Eastern Region - US Remote

Motorola Solutions; Maryland; Hybrid; USD 100,000 - 110,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a Video Customer Support Manager to oversee contract management and service delivery for video solutions such as Mobile Video and Vehicle Intelligence. You will coordinate with Sales, Product, Engineering, Deployment, and support teams to ensure contractual obligations are met and SLAs are achieved.

You will be the trusted advisor for customers, drive service delivery excellence, manage field resources, and participate in renewals and expansions.

Qualifications

• 5+ years of lifecycle sustainment account management or customer account management in video solutions (Mobile Video/Vehicle Intelligence).
• Strong understanding of contract management tools and processes.
• Excellent written and verbal communication with customers.

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment and Support teams to ensure contract scope alignment.
• Serve as the single point of contact for contract management and SLA adherence.
• Lead deployment of field resources and manage escalation processes.
• Maintain awareness of complex service issues, including technical solutions and quality concerns.
• Coordinate reconfigurations, releases, and upgrade plans with customers and internal teams.
• Provide regular reviews of service requests and performance against SLAs.

Skills

Contract management

Client relationship

Service delivery

Cross-functional collaboration

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 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.

Job Description

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.

Responsibilities/Expectations

• 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.

Preferred Qualifications

• 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 Motorola Solutions products and services.
• 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.
• Familiarization with forecasting and cost/revenue/margin business acumen.
• 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:

Target Base Salary Range: $100,000 - $110,000 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. #LI-JM3 #LI-REMOTE

Basic Requirements

Required Skills: 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.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

Our 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. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. 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.

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.