Manager, Customer Success & Field Support (U.S. Central)

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The Video & Software Service Team ensures that Motorola Solutions is meeting its contractual obligations, providing exceptional expertise in our software solutions and solving complex issues across our customer base to enable them to unlock the full potential of the solutions we provide. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise and ongoing consultative services, this organization will drive operational adoption, return on investment and satisfaction of the broader product ecosystem across all customers.

Job Description

The Regional Manager resides in Global Services, in the Video & Software Services Organization (VSS). This role is responsible for the day-to-day management of the Software Services, Field Response, and Professional Services teams for CommandCenter Software. These teams ensure we are meeting our contractual obligations, provide exceptional expertise in our software solutions and solve complex issues across our customer base to enable them to unlock the full potential of the solutions we provide. Through enhanced customer relationships, onsite technical expertise, and ongoing consultative services, this organization drives operational adoption, return on investment and satisfaction of the broader product ecosystem across all customers.

This role reports into the VSS Regional Director. 

• Scope of Responsibilities/Expectations:

  • Manage the Software and Services Regional Team which consists of Customer Success Advocates and Software Customer Service Managers. Depending on the skillset of the successful candidate, the individual may also manage Onsite System Administrators, Remote System Administrators, Professional Service resources, and Field Response resources. The position includes accountability for hiring, mentoring, performance management and rewards planning activities. 

  • Oversee all day to day operations including customer satisfaction, customer escalations, cost management/containment, service offer management and development.

  • Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement. 

  • Include oversight, guidance and accountability for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.

  • Interact, prepare and present to top MSI leadership

  • Represent the organization as the principal customer service contact and perform the business leadership role.

  • Lead highly complex teams.

  • Act as the liaison between the broader organization to drive priorities, improve process, and coordinate/maintain/report/reduce customer escalations.

  • Exercise judgment in selection methods and techniques for obtaining solutions.

  • Ability to work collaboratively with regional and territorial management.

  • Drive strategic relationships between internal and external teams.

  • Resolve issues between internal and external groups.

  • Responsible for direct communication to relevant senior stakeholders.

  • Drive process improvements across departments and business groups.

  • Conduct business reviews with Teams to assist in the improvement of customer handling, and any corrective action to improve customer experience and profitability. 

• 
  Specific Knowledge/Skills:

  • Must be a current Motorola Employee

  • Bachelor's degree is preferred

  • 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus. A combination of 5+ of MSI-specific and public safety industry experience is acceptable.

  • Business and operational acumen