Remote Position
[Remote] Software Customer Service Manager
🌍 Remote · United States
💼 Full-time
Note: The job is a remote job and is open to candidates in USA. Motorola Solutions is hiring a Software Customer Service Manager to manage day-to-day support for its PremierOne, Flex, and Emergency Call Handling software. The role oversees service agreements, coordinates technical resources and issue resolution, manages customer relationships and escalations, and supports software changes and deployments.
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
Skills
- Bachelor's Degree with 3+ years of customer success/public safety experience
- OR 5+ years of sales/public safety 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 is preferred
- 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus
- Previous public safety experience a plus
- Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment
- Proficiency in Agile project management
- Familiarity with software deployment methodologies and quality processes
- Dedication to delivering and supporting end-to-end solutions with exceptional quality
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
- Fully remote position requiring approximately 25-50% travel within the Southeast
Company Overview