Software Customer Service Manager

This is a fully remote position, open to applicants in Connecticut, +3 more states.

📋 Description

• Oversee the overall account health of Motorola Solutions’ State and Local Public Safety agencies.

• Collaborate with customers across various product lines, focusing on Command Center Software Solutions.

• Eliminate barriers, facilitate issue resolution, ensure service delivery, and proactively provide technical best practices.

• Implement service agreements and deploy field resources effectively.

• Decrease time to resolution and manage escalations efficiently.

• Ensure adherence to best practices within customer environments.

• Handle customer escalations and maintain consistent service levels.

• Coordinate the processing, communication, and implementation of technical changes, cloud releases, customer requests, field change orders, and reconfigurations.

• Participate in upgrade and execution plans.

• Monitor complex service issues, technical solution deployments, and related activities.

• Prepare reports on technical performance and review pertinent service requests.

• Communicate technical problems and solutions to both team members and clients.

• Facilitate support coordination between account teams and technical resources.

• Foster value-added customer relationships and act as a trusted technical advisor.

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Support Managers, and CMSO Support teams.

• Report to the Regional Services Manager, Command Center Solutions Services.

⛳️ Requirements

• High School diploma, or Associate's or Bachelor's Degree with Public Safety experience, or 6 years of Public Safety software experience is required.

• Strong knowledge and experience in both legacy and Next Generation 9-1-1 environments.

• Experience in using or administering the VESTA 9-1-1 call handling suite of products.

• Must be capable of obtaining a background clearance as required by government clients.

• Legal authorization to work indefinitely in the U.S. is mandatory.

• Employer work permit sponsorship is unavailable for this position.

• Willingness to travel up to 25% / under 25%.

• This is an experienced position.

🏝️ 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.

• Approximately 25% travel within the Northeast region.

• No relocation provided.