Software Customer Service Manager

Job Description

Software Customer Service Manager | Motorola Solutions

The Tone:
This is a full-time, experienced role at Motorola Solutions, located remotely with a preference for candidates in the Northeast region. At Motorola Solutions, we are a global community committed to keeping people safer everywhere by building and connecting essential technologies. Our solutions foster critical collaboration for safer communities, schools, hospitals, businesses, and nations. This role is vital in empowering Public Safety agencies to maximize their software, ensuring an exceptional customer experience and enabling them to serve their communities effectively in critical moments.

The TL;DR
• Role: Full Time
• Type: Experienced
• Location: Remote (with approximately 25% travel within the Northeast region, preference for PA, WV, VA, MD, DE, DC)

• Team: Global Services, Command Center Solutions Services organization, reporting to the Regional Services Manager
• Mission: To partner with State and Local Public Safety agencies across multiple product lines, with an emphasis on Command Center Software Solutions, by removing obstacles, driving issue resolution, ensuring service delivery, and proactively delivering technical best practices.
• Tech Stack: VESTA 9-1-1, VESTA NXT, and VESTA NXT Router

What You’ll Actually Do
• Service Delivery Oversight: Be accountable for the execution of service agreements, the efficient deployment of field resources, the significant reduction in time to resolution, and comprehensive escalation management for Public Safety agencies.
• Technical Guidance & Solutions: Exercise sound judgment in selecting methods and techniques for obtaining technical solutions, actively ensuring that best practices are consistently adhered to within customer environments, and clearly explaining complex technical problems and their solutions to both clients and internal team members.
• Customer Relationship Management: Proactively deliver consistent service levels by exceeding customer expectations, meticulously manage all customer escalations, and strategically build value-added relationships within the customer domain to become their trusted technical advisor, focused on maintaining account health and driving effective issue resolution.
• Technical Change Coordination: Take a lead role in managing and coordinating the precise processing, clear communication, and seamless implementation of all technical changes, including those related to new cloud releases, specific customer requests, field change orders, reconfigurations, and full engagement on all upgrade and execution plans.
• Internal Collaboration & Awareness: Ensure effective coordination and robust support between account teams and all supporting technical resources, while maintaining a thorough awareness of all complex service matters, including technical solutions implementations and ongoing activities.

The Must-Haves
• Background: High School diploma, or Associates, or Bachelor’s Degree, combined with Public Safety experience, OR 6 years of Public Safety software experience; must be able to obtain a background clearance as required by government customers.
• Experience: Proven experience in managing the overall account health for State and Local Public Safety agencies, including a strong focus on removing obstacles, driving issue resolution, ensuring consistent service delivery, and proactively providing technical best practices.
• Skills: Demonstrated expertise in service agreement execution, effective deployment of field resources, strategies for reducing resolution times, comprehensive escalation management, and coordinating complex technical changes.
• Bonus: Strong understanding and direct experience in both legacy and Next Generation 9-1-1 environments, alongside practical experience using or administering the VESTA 9-1-1 call handling suite of products.