Video Solutions Support Manager – Contract Delivery

Motorola Solutions; Baltimore (MD); Remote; USD 85,000 - 90,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, dental, vision benefits

401(k) with company match

Paid holidays

Job summary

Motorola Solutions is seeking a Video Customer Support Manager to lead contract management for video solutions, ensure SLA compliance, and coordinate resources across Sales, Product, Engineering, Deployment, and Customer Success.

You will drive service delivery excellence, manage escalations, and foster trusted advisor relationships with customers while aligning with regional strategy and complex deployment plans.

Qualifications

• 5+ years in lifecycle sustainment account management or 5+ years in customer support/account management for video solutions.
• Understanding of Motorola Solutions products and services.
• Experience with contract management tools (Oracle / SCDR / Q2SC).
• Strong CMSO / NOC knowledge and communication skills, both oral and written.
• Forecasting and cost/revenue/margin acumen; ability to grow service renewals.

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, and field teams in customer engagements.
• Serve as single point of contact for contract management and SLA compliance.
• Execute service agreements, deploy field resources, reduce resolution times, manage cases and escalations.
• Maintain service scope per contract and educate customers on obligations.
• Build trusted advisory relationships and ensure best practices in customer environments.
• Deliver consistent service levels and drive corrective actions to closure.
• Coordinate technical changes, releases, and upgrade plans with stakeholders.
• Monitor complex service matters and report on performance and open requests.
• Ensure alignment between account teams and technical resources; support renewals and expansions.

Skills

Lifecycle sustainment

Account management

Customer support

Mobile Video

Vehicle Intelligence

Video solutions

Google Suite

Microsoft Office

Education

Bachelor's degree

Tools

Google Suite

Microsoft Office

Job description

Motorola Solutions is seeking a Video Customer Support Manager to lead contract management for video solutions, ensure SLA compliance, and coordinate resources across Sales, Product, Engineering, Deployment, and Customer Success.

You will drive service delivery excellence, manage escalations, and foster trusted advisor relationships with customers while aligning with regional strategy and complex deployment plans.