Software Customer Service Manager

Job Description

Software Customer Service Manager | Motorola Solutions

The Tone:
This is a fully remote role at Motorola Solutions, with a strong preference for candidates based in New Jersey, New York, Pennsylvania, or Connecticut. Motorola Solutions builds and connects technologies to help protect people, property, and places, fostering collaboration critical for safer communities globally. This role is crucial for empowering public safety agencies to fully utilize their Command Center Software products and services, ensuring the customer experience continuously exceeds expectations and helps communities in critical moments.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote – USA

• Team: Global Services, within the Command Center Solutions Services organization, reporting to the Regional Services Manager, Command Center Solutions Services.
• Mission: Remove obstacles, drive issue resolution, ensure service delivery, and proactively provide technical best practices for State and Local Public Safety agencies.
• Tech Stack: VESTA 9-1-1, VESTA NXT, VESTA NXT Router

What You’ll Actually Do
• Account Management: Oversee the overall account health of Public Safety agencies by executing service agreements, deploying field resources, reducing resolution times, and managing escalations.
• Service Delivery: Ensure consistent service levels by exceeding customer expectations, managing escalations, and confirming that best practices are followed within the customer’s environment.
• Change Management: Help manage and coordinate the processing, communication, and implementation of technical changes, including new cloud releases, customer requests, field change orders, reconfigurations, and all upgrade plans.
• Technical Oversight: Maintain awareness of all complex service matters, including technical solutions implementations and activities, providing reviews of open service requests within customer environments.
• Relationship Building: Act as a trusted technical advisor, explaining technical problems and solutions clearly to team and client members, and ensuring effective coordination between account teams and supporting technical resources.

The Must-Haves
• Background: High School diploma, or Associates, or Bachelor’s Degree, with Public Safety experience, OR 6 years Public Safety software experience required.
• Experience: Strong understanding and experience in both legacy and Next Generation 9-1-1 environments, with experience using or administering the VESTA 9-1-1 call handling suite of products.
• Skills: Expertise in issue resolution, service delivery, escalation management, applying technical best practices, coordinating technical changes, and building value-added customer relationships.
• Bonus: Strong preference for candidates based in New Jersey, New York, Pennsylvania, and Connecticut.