Texas Remote Work, United States of America
Remote only
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
This role reports into the Video Services Regional Support Manager based on geographical location.
Responsibilities/Expectations:
Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.
Serve as the primary point of contact for the lifecycle management of video and other complimentary Motorola ecosystem technologies.
Establish recurring governance meetings for mid-term and long-term planning.
Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
Ensure best practices are being adhered to within the customer's environment.
Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans.
Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
Have familiarity with video solution deployment methodologies and quality processes.
Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Servicer Statements of Work.
Undertake problem management by addressing the root causes of repetitive incidents to minimize operational impact.
Work with the Customer Support Manager on any contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.
Preferred Qualifications:
5+ years of successful experience with lifecycle sustainment account management OR 5+ years of experience in customer support / customer account management to include Mobile Video, Vehicle Intelligence, or other video solutions.
Understanding of Motorola Solutions products and services.
Understanding of Servicer Statement of Work for contract management.
Strong working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.
Familiarization with forecasting and cost/revenue/margin business acumen.
Ability to achieve contract renewal and services growth goals.
Additional Requirements:
Goal oriented self-starter with skills and ability to successfully market and manage service support contracts
Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.
Must be capable of learning service products, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.
Knowledge and experience utilizing Google Suite tools and Microsoft business software is required.
Target Base Salary Range: $90,000 - $100,000 USD
Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
LI-JM3
LI-REMOTE
Required Skills:
High School diploma, or Associates, or Bachelor's degree in one of the following areas: Business, Communications, General Studies, IT, Management, Public Safety, or Technology required.
Must have 3+ years of Management or Leadership experience.
Must be able to obtain a background clearance as required by our government customers.
Our U.S. Benefits include:
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
and more!
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.