Video Customer Support Manager - North Eastern Region - US Remote

Motorola Solutions; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Motorola Solutions is seeking a Video Customer Support Manager within Global Services. You will manage day-to-day contracts and relationships for video solutions, including Mobile Video and Vehicle Intelligence, ensuring obligations are met and SLAs are achieved.

You will collaborate with Sales, Product, Engineering, Deployment, and CMSO teams to deliver high-quality service, coordinate resources, and drive renewal and growth opportunities across a major North America customer base.

Qualifications

• 5+ years of lifecycle sustainment account management or customer account management experience in video solutions.
• Familiarity with contract management tools and processes.
• Strong communication skills, both oral and written.

Responsibilities

• Serve as single point of contact for contract management and SLA compliance.
• Coordinate with Sales, Product, Engineering, Deployment, and CMSO teams to support customers.
• Oversee service delivery, case management, escalation processes, and renewals.
• Maintain service scope and ensure customer obligations and deliverables are met.
• Identify opportunities for service improvements and upsell or cross-sell where appropriate.
• Ensure updates to Customer Support Plans and Statements of Work.

Skills

Account management

Contract management

Customer relationships

Vendor coordination

Tools

CMSO

CRM systems

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-‑‑‑‑ 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 form