Motorola Solutions is hiring: Video Customer Service Manager in Richmond

Overview

At Motorola Solutions, we believe that everything starts with our people. We are a global, people-first organization focused on helping keep people safe. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling coordination essential for safer communities and safer operations.

Department overview: This is a pipeline role to build relationships with prospective candidates. If your background matches our requirements, we will follow up for an exploratory conversation.

Position

The Video Customer Support Manager role resides in Global Services within the North America Managed & Support Services organization. This role manages day-to-day customer contracts and relationships for our video solutions, including Mobile Video and Vehicle Intelligence product lines. The Video Customer Support Manager ensures contractual obligations are met, provides expertise in our video solutions, and directs resources to resolve complex issues for our customer base. The organization focuses on the long-term success of customers through enhanced relationships, on-site technical expertise, and ongoing professional services to drive satisfaction across the product ecosystem.

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

Responsibilities/Expectations

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
• Provide customers a single point of contact for contract management and ensure service delivery and SLA compliance.
• Be accountable 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 for service deliverables.
• Build value-added relationships within the account domain to become the trusted service delivery advisor to the customer.
• Ensure best practices are adhered to within the customer\'s environment.
• Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
• Coordinate technical changes, including new releases, customer requests, field change orders, and reconfigurations; be engaged in upgrade and execution plans.
• Maintain awareness of complex service matters, including technical solutions implementations and product quality issues.
• Report on technical performance and provide reviews of relevant service requests open within a customer\'s environment.
• Ensure effective coordination between account teams and supporting technical resources to meet scope, deliverables, and outcomes.
• Be familiar with video solution deployment methodologies and quality processes.
• Deliver end-to-end solutions with quality, and identify up-sell or cross-sell opportunities where appropriate.
• Keep operational documents up to date, such as Customer Support Plans and Service Provider Statements of Work.
• Manage the service contract renewal process for assigned service agreements (inventory updates, SOW updates, CSP updates, 3rd party pricing updates).
• Collaborate with the Motorola Program Manager to ensure smooth transitions from project implementation to warranty support and service delivery.
• Remain current with evolving data security requirements and best practices.

Preferred Qualifications

• Possess 5+ years of successful experience in lifecycle sustainment account management or 5+ years in customer support/account management related to Mobile Video, Vehicle Intelligence, or other video solutions.
• Understanding of Motorola Solutions products and services.
• Understanding of Oracle / SCDR / Q2SC tools for contract management.
• Strong working knowledge of CMSO and Network Operations Center offerings and procedures, with solid communication skills (oral and written).
• Familiarity with forecasting and cost/revenue/margin business acumen.
• Ability to achieve contract renewal and services growth goals.
• Sales skills in establishing customer relationships, making presentations, and closing service support sales opportunities.
• Ability to learn service products, prepare proposals, present to customers, and collaborate with Motorola teams.
• Knowledge of Google Suite and Microsoft Office tools.

Basic Requirements

• High school diploma, Associate, or Bachelor\'s degree in Business, Communication, Management, Technology, or 5+ years of customer service management experience.
• Must be able to obtain a background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely; employer sponsorship is not available.

Target Base Salary Range: $93,000 - $103,000 USD

Pay within this range varies based on job-related knowledge, skills, and experience. The actual offer will be based on the candidate.

Additional Details

Travel Requirements: 25-50%

Relocation Provided: None

Position Type: Experienced

Referral Payment Plan: Yes

EEO Statement: Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration 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 committed to an inclusive and accessible recruiting experience. To request an accommodation, please complete the Reasonable Accommodations Form.