Video Solutions Support Manager (Remote)

Motorola Solutions; Charleston (WV); Remote; USD 100,000 - 110,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a Video Customer Support Manager in North America to lead contract management, service delivery, and LMS/SLA adherence for video products. The role emphasizes collaboration across Sales, Product, Engineering, and CMSO teams.

Responsibilities span resource deployment, issue resolution, and ensuring customer satisfaction with end-to-end service delivery. Travel 25-50% may be required; strong communication and tactical execution are essential.

Qualifications

• High School diploma, Associates or Bachelor's degree in Business, Management, or related field.
• Experience in customer service management or account management with video solutions preferred.
• Familiarity with contract management tools and processes.

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success and other teams across the customer engagement.
• Provide customers a single point of contact for contract management and ensure SLA compliance.
• Execute service agreements, deploy field resources, reduce time to resolution and manage escalations.
• Maintain services scope per contract and ensure customers understand obligations and deliverables.
• Build trusted advisor relationships and ensure best practices within the customer's environment.
• Deliver consistent service levels and drive actions to closure.
• Coordinate changes, upgrades, and deployment plans with relevant teams.
• Stay aware of technical solutions, product quality issues, and related activities.
• Report on performance and reviews of service requests within the customer environment.

Skills

Customer service management

Video solutions

Contract management

Cross-functional collaboration

Communication skills

Sales skills

Forecasting

Google Suite

Microsoft Office

Education

Bachelor’s degree in Business/Management

Tools

Oracle

SCDR

Q2SC

Job description

Motorola Solutions is seeking a Video Customer Support Manager in North America to lead contract management, service delivery, and LMS/SLA adherence for video products. The role emphasizes collaboration across Sales, Product, Engineering, and CMSO teams.

Responsibilities span resource deployment, issue resolution, and ensuring customer satisfaction with end-to-end service delivery. Travel 25-50% may be required; strong communication and tactical execution are essential.