Software Customer Service Manager

This is a fully remote position, open to applicants in Alabama, +5 more states.

📋 Description

• Oversee the daily operations of the PremierOne, Flex, and Emergency Call Handling software.

• Ensure compliance with contractual obligations.

• Offer expertise in software and mobile video solutions.

• Mobilize appropriate resources to address complex customer challenges.

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams.

• Implement service agreements and allocate field resources.

• Minimize resolution times and handle escalations effectively.

• Ensure adherence to best practices within customer environments.

• Coordinate technical changes, cloud releases, customer requests, field change orders, and reconfigurations.

• Participate in upgrade and execution plans.

• Monitor intricate service issues, technical implementations, and related activities.

• Provide reports on technical performance and assess open service requests.

• Clarify technical problems and solutions to team and client members.

• Facilitate support between account teams and technical resources.

• Establish trusted technical-advisor relationships with customers.

⛳️ Requirements

• Bachelor's Degree with 3+ years of experience in customer success/public safety OR 5+ years in sales/public safety.

• Ability to obtain background clearance as mandated by government customers.

• Legal authorization for indefinite employment in the U.S. is required.

• Employer work permit sponsorship is not available for this role.

• Strong knowledge of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.

• Proficient in Agile project management methodologies.

• Familiarity with software deployment methodologies and quality assurance processes.

• 5+ years of experience in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO, or Managed & Support Services is advantageous.

• Previous experience in public safety is a plus.

🏝️ Benefits

• 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.

• Referral Payment Plan.

• Fully remote position.

• Approximately 25-50% travel within the Southeast region.