Implementations Lead (US REMOTE)

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Rave Mobile Safety, a Motorola Solutions company, makes complex emergency response simple by building easy to use, trustworthy critical communication and collaboration software. Rave’s platform helps 9-1-1 call centers serve their communities, schools create a safe learning environment, and corporations protect their global workforce by helping them prepare better, respond faster, and communicate effectively during emergencies. Rave’s solutions were utilized in 40 million incidents representing billions of individual communications in 2022 alone. This is your opportunity to become a key contributor in a rapid growth SaaS company while representing a product suite that makes an impact on people’s lives. Rave has had 12 consecutive years of double-digit growth and has recently been acquired by Motorola Solutions (NYSE:MSI), a global leader in public safety and enterprise security. Join our team and help us continue to grow!

Job Description

The Manager of Implementations plays an integral role in the success of the Technical Services team by leading a highly-talented group of Services engineers responsible for guiding customers through the deployment process. The successful candidate should have a track record working directly with customers while acting as a point of escalation and managing a remote team.  

• Lead the day-to-day operations of a growing team of Implementations Project Managers while acting as a player-coach directly handling customer requests when needed

• Manage customer escalations to ensure positive outcomes

• Adjust and consistently improve processes based on analysis of KPIs reported to senior management

• Set appropriate expectations with new customers and always strive to over-deliver

• Consult customers on custom solutions and best practices across all Rave products 

• Create and review knowledge base documentation and FAQs based on issue solutions

• Collaborate with the manager of support and other Ravers to provide a consistent experience for all customers across all departments

• Participate in on-call rotation as both an individual contributor and point of escalation

• Identify and implement areas for process improvement in the Services team

QUALIFICATIONS

• 5+ years experience managing and scaling a professional services or application deployment team in a customer facing role

• Excellent verbal and written communication skills

• Ability to work under tight deadlines and interact with customers of varying experience levels

• Ability to work both collaboratively and independently to accomplish team goals

• Ability to manage and coordinate multiple concurrent high-visibility projects

• Knowledge of software development lifecycle

• Experience developing metrics in Zendesk, Salesforce, or other ticketing system

• History of building and mentoring strong teams with diverse skillsets 

• Extraordinary time management skills and a sense of urgency on behalf of your customers

• Strong troubleshooting and de-escalation skills

• Prior experience with emergency management systems or mass communication systems a plus

Note: Candidate can reside anywhere in the US.

#LI-MP2
#LI-REMOTE

Basic Requirements

• Bachelors degree with 5+ years of professional management experience

• OR 7+ years of professional management experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

No

Our U.S. Benefits include:

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous P