Video Support Lead - Northeast (Remote)

Motorola Solutions; New York (NY); Remote; USD 85,000 - 90,000; 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 to lead contract management and relationships for our video solutions portfolio, including Mobile Video and Vehicle Intelligence. You will coordinate cross-functional teams, manage service levels, and drive renewals and revenue growth across customer accounts.

The role requires 5+ years in account management or customer support within video solutions, strong collaboration skills, and familiarity with contract tools.

Qualifications

• 5+ years in lifecycle sustainment account management or 5+ years in customer support/account management in video solutions (Mobile Video/Vehicle Intelligence)
• Understanding of Motorola Solutions products and services
• Familiarity with contract management tools (Oracle/SCDR/Q2SC)
• Strong communication skills, written and oral, and ability to collaborate across teams
• Experience with forecasting and cost/revenue/margin business acumen
• Demonstrated ability to achieve contract renewals and growth in services
• Sales skills for establishing customer relationships, presenting proposals, and closing service opportunities
• Proficiency with Google Suite and Microsoft Office applications

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment and support teams across customer engagements
• Provide single point of contact for contract management and ensure SLA compliance
• Execute service agreements, deploy field resources, and manage escalations
• Maintain services scope per contract and ensure customer obligations are clear
• Build trusted service delivery relationships and identify cross-sell opportunities
• Ensure best practices in customer environments and service quality
• Coordinate technical changes, upgrades, and new releases with stakeholders
• Monitor complex service matters and report on performance with customers
• Support alignment between account teams and technical resources
• Stay current on data security requirements relevant to the role
• Oversee contract renewals including updates to SOWs and CSPs
• Work with Program Manager to transition from project to warranty support

Skills

Lifecycle sustainment

Account management

Customer support

Video solutions knowledge

Contract management tools

Forecasting & cost/margin

Sales skills

Google Suite & MS Office

Education

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

Tools

Oracle

SCDR

Q2SC

Job description

Motorola Solutions is seeking a Video Customer Support Manager to lead contract management and relationships for our video solutions portfolio, including Mobile Video and Vehicle Intelligence. You will coordinate cross-functional teams, manage service levels, and drive renewals and revenue growth across customer accounts.

The role requires 5+ years in account management or customer support within video solutions, strong collaboration skills, and familiarity with contract tools.