Software Customer Service Manager
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Job Description
Software Customer Service Manager supporting Motorola Solutions’ public safety software customers. Driving account health, issue resolution, service delivery, and technical coordination remotely.
Responsibilities:
- Manage the overall account health of Motorola Solutions’ State and Local Public Safety agencies
- Partner with customers across multiple product lines, emphasizing Command Center Software Solutions
- Remove obstacles, drive issue resolution, ensure service delivery, and proactively deliver technical best practices
- Execute service agreements and deploy field resources
- Reduce time to resolution and manage escalations
- Select methods and techniques for obtaining solutions
- Ensure best practices are followed within customer environments
- Deliver consistent service levels and exceed customer expectations
- Coordinate processing, communication, and implementation of technical changes, including cloud releases, customer requests, field change orders, and reconfigurations
- Engage in upgrade and execution plans
- Maintain awareness of complex service matters, technical solution implementations, and activities
- Report on technical performance and review relevant service requests
- Explain technical problems and solutions to team and client members
- Coordinate support between account teams and technical resources
- Build value-added customer relationships as a trusted technical advisor
- Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Support Managers, and CMSO Support teams
Requirements:
- High School diploma, or Associates, or Bachelor’s Degree, with Public Safety experience, OR 6 years Public Safety software experience required
- Strong understanding and experience in both legacy and Next Generation 9-1-1 environments
- Experience using or administering the VESTA 9-1-1 call handling suite of products
- Must be able to obtain a background clearance as required by our government customers
- Legal authorization to work in the U.S. indefinitely is required
- Employer work permit sponsorship is not available for this position
- Approximately 25% travel within the Northeast region
- Experienced position
Benefits:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- Approximately 25% travel within the Northeast region
- Fully remote work arrangement
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