Software Customer Service Manager

This is a fully remote position, open to applicants in Illinois, +9 more states.

📋 Description

• Oversee customer service contracts and maintain service relationships for CommandCenter Software.

• Fulfill contractual commitments and 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 effectively.

• Minimize resolution time and manage escalations efficiently.

• Ensure adherence to best practices within customer environments.

• Handle customer escalations and strive to exceed customer expectations.

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

• Participate in upgrade initiatives and execution plans.

• Supervise complex service issues, technical implementations, and activities.

• Provide reports on technical performance and evaluate relevant service requests.

• Clarify technical issues and solutions to team members and clients.

• Facilitate support between account teams and technical resources.

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

⛳️ Requirements

• High School diploma, Associate's, or Bachelor's degree in Business, Communications, Finance, Information Systems, Information Technology, or Management is required.

• Must be able to secure a background clearance as mandated by government clients.

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

• Employer work permit sponsorship is not available.

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

• Proficiency in Agile project management is essential.

• Familiarity with software deployment methodologies and quality assurance processes is preferred.

• Commitment to delivering and supporting comprehensive solutions with outstanding quality.

• Willingness to travel 25-50% of the time.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and 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.

• 25-50% travel opportunity.

• No relocation required.