Software Customer Service Manager

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

📋 Description

• Oversee the overall account health for 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, guarantee service delivery, and proactively provide technical best practices.

• Implement service agreements and deploy field resources effectively.

• Minimize resolution times and manage escalations efficiently.

• Choose appropriate methods and techniques for deriving solutions.

• Ensure adherence to best practices within customer environments.

• Provide consistent service levels and surpass customer expectations.

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

• Participate in upgrade and execution plans.

• Stay informed on complex service issues, technical solution implementations, and relevant activities.

• Report on technical performance and assess relevant service requests.

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

• Coordinate support between account teams and technical resources.

• Cultivate value-added customer relationships 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.

⛳️ Requirements

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

• Robust understanding 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 mandated by our government clients.

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

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

• Approximately 25% travel required within the Northeast region.

• This is an experienced position.

🏝️ 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.

• Approximately 25% travel required within the Northeast region.

• Fully remote work arrangement.