Software Customer Service Manager

Motorola Solutions is a global community dedicated to enhancing safety through technology. They are seeking a Software Customer Service Manager to collaborate with various teams to ensure the effective execution of service agreements, manage customer escalations, and maintain high service levels while acting as a trusted technical advisor to clients.

Responsibilities:

• 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

Requirements:

• High School diploma, or Associates, or Bachelor's degree and 4+ years of experience in Vesta or Command Center Software, OR 5+ plus years in Vesta, Command Center Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• Bachelor's Degree in Business, IT, Management, Marketing, or Sales
• 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus
• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment