Software Customer Service Manager

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 Software Customer Service Manager position resides in Global Services, within the Software and Video Service Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software, Mobile Video, and Rave. 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.

Job Description

This role reports into the Software and Video Services Territory 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.

Qualifications

• Systems and Process Oriented: Enjoy figuring out the best and most efficient way to accomplish a goal and you relish sharing that knowledge with others.

• Relationship Builder: Demonstrated ability to influence and maintain working relationships in large, cross-functional organizations and law enforcement agencies.

• Team Player: Ability to coordinate and collaborate effectively with cross-functional internal resources.

• Strong Customer Focus: Demonstrate understanding of the customer needs, proactively responding and following through on customer commitments. 

• Technical Aptitude: Demonstrated ability to understand the basic premise of the technology utilized in the solutions used by our customers.

• Communication: Ability to communicate clearly and effectively with customers, peers and managers.

• Time Management: Demonstrated ability to prioritize and manage time for customer workload and work-life balance. 

• Responsibility: Demonstrated ownership and commitment to execute on the management of all customers in your portfolio and expectations of your role. 

• Adaptability and Flexibility: Ability to a