Client Services Manager - 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

Digital Recognition Network (DRN), a Motorola Solutions company. DRN is an AI and data analytics company that provides vehicle location data, License Plate Recognition and analytics to auto lenders, insurance carriers and other commercial verticals. We are looking to grow our Client Services team, which is a part of the FinTech division within DRN. DRN maintains the largest database of scans and the numbers continues to grow daily. Our Client Services unit provides support to top lenders in helping them be more strategic to ensure they maximize their return on investment with DRN's data. We also provide reporting, training and consulting services to DRN's FinTech clients.

Job Description

In the Client Services Manager position you will be tasked with providing customer support to all clients, users, and DRN employees as required with onboarding, setup, training, and upgrades of all DRN legacy and new user interface products. This will include all products and services for Auto Finance, Insurance, and New Markets Clients. Candidates will be expected to work with clients both remote and onsite. This sales support role will also handle highly sensitive and confidential matters with complete discretion and also manage a diverse workload.

Responsibilities:

• Complete customer setups, onboarding, and training on all new and existing DRN products for all clients.
• Assist clients in troubleshooting issues within our UI, websites, and integrations with other approved platforms. 
• Submitting trouble tickets and working with product and development teams for any issues or bugs requiring additional support. 
• Respond to clients, prospects, and DRN employee’s inquiries and requests in person, via telephone, ticket system, e-mail, and/or chat in a timely manner.
• Perform onboarding, setup, training, upgrades, and break-fix of all DRN legacy and new Ul products.

• Identify growth potential within existing clients based on monthly reporting. 

• Accept inbound and perform outbound telephone calls from current customers.

• Ensure professionalism when providing online or onsite client training.

• Develop technical bulletins, documentation and training course/video content.

• Attend technical training sessions within the company or at other locations to keep abreast of new technology and product developments. In addition to completing Motorola assigned courses.

Expectations:

• Increase knowledge of the Industries that fall into the DRN Verticals, including Collection, Skip Tracing and Insurance laws, regulations, and techniques. 
• Provide exemplary customer service, support and/or training to Clients, Users, and DRN employees. 
• Improve public speaking skills for onsite or virtual training.
• Assist customers with uploading batch files to help maintain their portfolio in our UI.
• Compile DRN repo reports and client utilization reports as needed, and send to clients to review and or discuss.
• Perform routine contact with clients to ensure proper usage and all needs are met.
• Perform routine analysis of customer usage.
• Assist with affiliate activation/deactivation for DRN LPR providers. 
• Assist accounting with notifying clients of past due invoices and collection efforts.
• Deactivation of accounts due to non-payment or termination of contract.
• Evaluate customer usage and identify customers that may need a price adjustment due to an increase/decrease in usage, repossessions, or portfolio size.
• Coordinate with a multitude of departments – Operations Team, to resolve client and system issues that are more technical in nature. Sales Team, to negotiate the addition of products or price increases with customers.
• Attend technical training sessions as needed, within the company or at other locations to keep