Software Service Manager - US Remote

Company Overview

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.

Department OverviewThe Software Customer Service Manager position resides in Deployment and Services Division of the Command Center Software Services organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships for Command Center Software, Mobile Video, and Rave. The Software Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers.
This role reports into the Command Center Software Services Territory Manager.
Job Description

Responsibilities/Expectations:

• 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.

• Public Safety experience is preferred.

Target Base Salary Range: $100,000 - $110,000 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.

Basic Requirements

Required Skills:

• High School diploma, Associates, or Bachelor's degree, OR 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience.

• Must have a strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment required.

• Must be able to obtain a background clearance as required by our government customers.

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Travel Requirements50-75%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

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.