Software Customer Support Manager (TX Remote)

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The Global Services Command Central Software Deployment and Support Services Organization delivers solutions to the public safety sector. We are committed to providing technology and tools which will allow customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. Our services and support team is focused on Software Enterprise products such as 9-1-1 Call Handling, Computer Aided Dispatch, Records Management Systems, Jail Management Systems and Mobile Data Computing, among other offerings.

Job Description

The Software Customer Service Manager (CSM) position resides in Global Services,  within the Command Central Software, Managed and Support Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software. The Software Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.

The Software Customer Support Manager reports to the Command Center Software Support Services Regional Services Manager.

Scope of Responsibilities/Expectations:

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

• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.

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

• Ensures best practices are being adhered to within the customer's environment.

• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.

• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.

• Maintains awareness of all complex service matters including technical solutions implementations and activities.

• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment

• Can explain technical problems and solutions to team/client members.

• Ensures effective coordination and support between account teams and supporting technical resources.

• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.

• Manage escalated situations through leadership and customer relationship knowledge and by assisting the technical teams in critical situations

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers. 

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Specific Knowledge/Skills:

•  3+ years of experience working in a Customer Service/Customer Support environment preferred.

• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment

• Understanding of ServiceNow ticketing tools

• Understanding of the Google software suite

• Strong working k