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Department OverviewThe Software Customer Service Manager (CSM) position resides in Global Services, within the Video & Software Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships. The primary focus for this position will be related to VESTA and VESTA NXT, but may also include the customers full portfolio of products depending on organizational need. The Software CSM 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.
Job Description
The primary responsibility of the VESTA-focused Software CSM is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This resource's number one goal is to ensure their customers' desired outcomes are clearly documented, understood and realized. By focusing on building relationships to foster customer satisfaction in their service and support, ensuring customer satisfaction with the support and service delivery of contracted services and SLAs. The VESTA-focused CSM works closely with the Support Organization to resolve any challenges or issues the customer is facing.
The VESTA-focused CSM will:
Provide customers/customer a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.
Work with customers/customer as a primary point of contact to discuss concerns and drive corrective actions to closure.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that Customers receive appropriate and timely updates on reported software issues.
Manage product quality issues as needed.
Engage in the case management process to ensure proper service delivery.
Lead and manage the coordination of change requests; managing the response and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with the Customer.
Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and Technical Support teams throughout the customer engagement.
Accountable and responsible for the execution of service agreements, reduction in time to resolution, and escalation management.
Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
Explain technical problems and solutions to team/client members.
Ensure 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.
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.
Although this is a remote position some travel should be expected to meet the needs of the customers when issue resolution is better served in person.
The VESTA CSM may be required to participate in Emergency Response Team calls to provide updates to the customer outside of normal business hours.
Specific Knowledge/Skills:
Motorola Solutions products and services with a particular focus on VESTA 9-1-1 Preferred.
Proficiency in Microsoft Excel and/or Google Sheets
Automated ticketing system experience desired
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures
Strong command of communication skills, both oral and written
Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed
Exceptional interpersonal skills required
Driven to achieve success regardless of obstacles faced
Excellent organizational skills and the ability to handle multiple tasks
Effective time management skills required
Proficient computer skills with emphasis on windows based applications
Customer focused; detail orientated individual
Ability to successfully navigate challenging or confrontational situations
Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported
Ability to work and make decisions with minimal supervision
Understanding, interpretation of, and prior experience working with contracts desired.
Target Base Salary Range: $86,500 - $173,000 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.
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Basic Requirements
Bachelor's Degree OR 5+ years of experience in technical customer support
Must be able to obtain background clearance as required by government customers
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo
Our U.S. Benefits include:
Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match10 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand 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 email ohr@motorolasolutions.com.