Motorola Solutions is hiring: Video Customer Service Manager in North

Overview

Motorola Solutions is a global company focused on people and safety. We support public safety agencies and enterprises with critical communications, video security, and command center technologies. This pipeline role aims to build relationships with prospective candidates for future opportunities; if your background matches requirements, we will follow up for an exploratory conversation.

Position

The Video Customer Support Manager 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 manager ensures contractual obligations are met, provides expertise in video solutions, and directs resources to resolve complex issues across the customer base. The organization focuses on long-term customer success through enhanced relationships, on-site technical expertise, and ongoing professional services to drive satisfaction of the broader product ecosystem. This role reports to 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 obligations regarding 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 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 processing, communication, and implementation of technical changes, including new releases, customer requests, field change orders, and reconfigurations; engage 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.
• Have familiarity with video solution deployment methodologies and quality processes.
• Demonstrate dedication to delivering end-to-end solutions with quality and identify up-sell or cross-sell opportunities.
• 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, including inventory updates, SOW updates, CSP updates, and 3rd party vendor pricing changes.
• Work closely with the Motorola Program Manager to ensure a smooth transition from project implementation to warranty support and service delivery.
• Stay current with complex and evolving legal and regulatory requirements regarding data security best practices.

Preferred Qualifications

• 5+ years of successful lifecycle sustainment account management or 5+ years in customer support/account management in 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; strong oral and written communication skills.
• Familiarity with forecasting and cost/revenue/margin business acumen.
• Ability to achieve contract renewal and services growth goals.
• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.
• Ability to learn service products, develop proposals, present to customers, and collaborate with Motorola sales and support teams.
• Knowledge and experience using Google Suite and Microsoft Office tools.

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

Pay transparency information: Pay varies based on job-related knowledge, skills, and experience. The actual offer will be based on the candidate.

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 for this position.

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Travel Requirements: 25-50%

Relocation Provided: None

Position Type: Experienced

Referral Payment Plan: Yes

Benefits

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & 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. 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 health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.