Software Customer Service Manager

Motorola Solutions is a global technology company that builds and connects solutions to help keep people and communities safer. The Software Customer Service Manager is responsible for the overall account health of state and local public safety agencies, partnering with customers to resolve issues, ensure service delivery, and provide technical best practices for Command Center Software Solutions.

Responsibilities:

• 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 clearly 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, focused on account health and issue resolution
• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Support Managers, and CMSO Support teams throughout the customer engagement
• Travel up to 25%

Requirements:

• • High School diploma, or Associates, or Bachelor's Degree, with Public Safety experience, OR 6 years Public Safety software experience required
• • 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
• • 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