Video Systems Manager - US Remote

Motorola Solutions; United States; Remote; USD 90,000 - 100,000; 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 Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions is seeking a Video System Manager in the United States to lead lifecycle management of video solutions and manage customer contracts. You will collaborate across Sales, Product, Engineering, Deployment, and Customer Success to ensure service delivery and SLA compliance while guiding governance and renewals.

The role requires 5+ years in account management related to video solutions, strong CMSO knowledge, and proficiency with Google Workspace and Microsoft Office; travel and

Qualifications

• 5+ years in lifecycle sustainment account management or customer/account management in video solutions
• Understanding of Motorola Solutions products and services
• Familiarity with Servicer Statement of Work for contract management
• Strong CMSO knowledge and NOC offerings and procedures; strong communication skills
• Forecasting, cost, revenue and margin business acumen
• Ability to achieve contract renewal and services growth goals
• Sales skills in establishing customer relationships, presentations and closing opportunities
• Proficiency with Google Workspace and Microsoft Office tools

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success and support teams during the customer engagement
• Oversee SSOW with Onsite Servicers and ensure SLA compliance
• Serve as the primary contact for lifecycle management of video and related Motorola ecosystem technologies
• Establish recurring governance meetings for mid-term and long-term planning
• Execute service agreements, deploy field resources, drive time-to-resolution and manage escalations
• Maintain services scope per contract and ensure customers understand obligations
• Build trusted advisor relationships within the account domain
• Ensure best practices are followed within the customer environment
• Deliver consistent service levels and drive corrective actions to closure
• Coordinate processing and implementation of technical changes and upgrades
• Monitor complex service matters, including solution implementations and product quality issues
• Report on technical performance and review open service requests with customers
• Coordinate between account teams and technical resources to meet scope and outcomes
• Familiarity with video deployment methodologies and quality processes
• Support end-to-end solutions with high quality and identify upsell opportunities
• Update operational documents like CSPs and SOWs
• Undertake problem management to minimize operational impact
• Assist with contract renewals and CSP updates with account teams
• Work with the Program Manager for smooth project-to-warranty transition
• Stay current with data security requirements

Skills

Lifecycle sustainment mgmt

Customer account management

CMSO knowledge

Forecasting and cost acumen

Contract renewal & growth

Education

Bachelor’s degree in Business, Communications, IT, Management, Public Safety or Technology

Tools

Google Workspace

Microsoft Office 365

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 System Manager position resides in Global Services, within the North America Mobile Video Managed & Support Services organization. This role is responsible for the day-to-day management of customer contracts and relationships for our video solutions, including Vehicle Intelligence product lines. The Video System 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.

Job Description

This role reports into the Video Services Regional Support Manager based on geographical location.

Responsibilities

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.




• Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.




• Serve as the primary point of contact for the lifecycle management of video and other complimentary Motorola ecosystem technologies.




• Establish recurring governance meetings for mid-term and long-term planning.




• 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-end 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 Servicer Statements of Work.




• Undertake problem management by addressing the root causes of repetitive incidents to minimize operational impact.




• Work with the Customer Support Manager on any 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

• 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 Servicer Statement of Work 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.

Additional Requirements

• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts




• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.




• Must be capable of learning service products, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.




• Knowledge and experience utilizing Google Suite tools and Microsoft business software is required.

Target Base Salary Range: $90,000 - $100,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-JM3

#LI-REMOTE

Basic Requirements

Required Skills

• High School diploma, or Associates, or Bachelor’s degree in one of the following areas: Business, Communications, General Studies, IT, Management, Public Safety, or Technology required.




• Must have 3+ years of Management or Leadership experience.




• Must be able to obtain a background clearance as required by our government customers.

Travel Requirements

25-50%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include

• Incentive Bonus Plans




• Medical, Dental, Visionbenefits




• 401K with Company Match




• 10 Paid Holidays




• GenerousPaid Time Off Packages




• Employee Stock Purchase Plan




• PaidParental & Family Leave




• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. Please complete this Reasonable Accommodations Form so we can assist you.