Video Services Customer Success Lead

Motorola Solutions; Philadelphia (Philadelphia County); Remote; USD 85,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision benefits

401K with company match

Paid holidays

Job summary

Motorola Solutions is seeking a Video Customer Support Manager in the North America region to oversee contract obligations, drive exceptional service for video solutions, and coordinate field resources. You will align with Sales, Product, Engineering, Deployment, and CMSO teams to ensure SLA achievement and customer satisfaction.

The role emphasizes lifecycle sustainment, renewal management, and opportunity identification for service growth within a dynamic video solutions portfolio.

Qualifications

• High School diploma, Associates, or Bachelor's degree in Business, Communication, Management, Technology, or 5+ years of Customer Service Management experience required.
• Strong working knowledge of CMSO and Network Operations Center offerings and procedures.
• Ability to learn service products, create proposals, and present to customers.

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, and other teams on the customer engagement.
• Provide a single point of contact for contract management and ensure SLA compliance.
• Execute service agreements, deploy field resources, and drive resolution times.
• Maintain services scope per contract and ensure customer obligations are met.
• Develop trusted advisory relationships and identify up-sell or cross-sell opportunities.

Skills

Account management

Customer service

Contract management

Communication skills

Sales skills

Forecasting

Google Suite

Microsoft Office

CMSO tools

Oracle / SCDR / Q2SC tools

Education

Bachelor's degree in Business/Communication/Management/Technology

Tools

CMSO tools

Google Suite

Microsoft Office

Oracle / SCDR / Q2SC tools

Job description

Motorola Solutions is seeking a Video Customer Support Manager in the North America region to oversee contract obligations, drive exceptional service for video solutions, and coordinate field resources. You will align with Sales, Product, Engineering, Deployment, and CMSO teams to ensure SLA achievement and customer satisfaction.

The role emphasizes lifecycle sustainment, renewal management, and opportunity identification for service growth within a dynamic video solutions portfolio.