Solutions Architect Customer Support

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

The Avtec Customer Success team is responsible for influencing technical aspects of pre-sales activities as well as implementing and supporting Avtec products sold through the company’s various sales channels. The team is held accountable for reaching business targets associated with customer satisfaction, revenue, and budget. The Customer Success team works closely with all other departments throughout the organization to ensure successful projects and long-term customer relationships.

Job Description

As a Solutions Architect, you will serve as the technical expert for the Avtec suite of products, supporting both pre-sales activities and post-sales ScoutCare support efforts.  The Solutions Architect is a hybrid role tasked with tackling high visibility objectives integral to departmental and overall company success.

Pre-sales activities include responsibility for competitive positioning, incorporating key differentiators into technical sales strategies, supporting key customer engagements, influencing RFPs as well providing voice of customer inputs into the product organization, to maximize sales and operating earnings.  In addition, the Solutions Architect will help grow sales enablement through sales engagements, webinars, and training workshops, where in-depth technical expertise is required.

Post-sales efforts will focus on liaising between the customer and the organization, in a customer support role.  The Solutions Architect will leverage their product expertise to lead all efforts required to help customers realize the full value of their ScoutCare maintenance program.

This role requires advanced organizational and deep technical skills and entails the management of cross-functional teams that include internal and external resources (Channel Partners, customers, consultants, contractors, vendors).  The role requires a strong technical aptitude and understanding of Avtec’s products and related technologies to provide sales teams with Avtec domain expertise while serving as a Trusted Adviser to customers and having the ability to cultivate long term relationships both internally and externally.

Job Responsibilities:

Pre-sales Responsibilities:

• Provide system, product, and solution expertise for Avtec sales opportunities and deliverables.
• Provide technical customer presentations and demonstrations that describe benefits of proposed Avtec solutions to customers.
• Assist in providing competitive positioning and winning strategies for potential Avtec opportunities.
• Provide expert level technical oversight of proposed solutions in support of Avtec sales enablement.
• Ensure that customer requirements are in-line with product roadmaps and product capabilities.

Post-sales Responsibilities:

• Train and mentor the ScoutCare support team.
• Provide Level 3 support for escalated cases.
• Meet with Engineering to drive defect resolution.
• Assist with afterhours emergency calls.
• Manage the controlled deployment process for new software releases.

Job Skills & Qualifications:

• Prior hands-on experience with Motorola Solutions products and solutions a plus
• Able to tackle problems and issues with enthusiasm and tenacity while recognizing and anticipating issues that could threaten a successful project completion
• Ability to prioritize and work on multiple tasks at any one time
• Dynamic personality that is comfortable in a presentation setting
• Ability to troubleshoot and solve problems in a critical communications environment
• Excellent organizational skills and the ability to communicate and coordinate across different groups
• Proficiency with Microsoft Operating systems and networking concepts
• Responsible for the successful completion of various deliverables on small to mid-size projects

Basic Requirements

• Bachelor's degree with 4+ years sales/solutions experience OR 8+ years of sales/solutions experience