Software Service Manager

This is a fully remote position, open to applicants in Arizona, +4 more states.

📋 Description

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

• Responsible for the execution of service agreements, deployment of field resources, minimizing resolution time, and managing escalations.

• Utilize judgment in selecting methods and techniques to achieve solutions.

• Ensure adherence to best practices within the customer's environment.

• Deliver consistent service levels that surpass customer expectations while effectively managing escalations.

• Assist in managing and coordinating the processing, communication, and implementation of technical changes, including those related to new cloud releases, customer requests, field change orders, and reconfigurations, and engage in all upgrade and execution plans.

• Maintain awareness of all complex service issues, including the implementation and activities of technical solutions.

• Report on technical performance and provide reviews of relevant open service requests within a customer's environment.

• Capable of explaining technical problems and solutions to team members and clients.

• Ensure effective coordination and support between account teams and technical resources.

• Foster value-added relationships within the account domain to become the trusted technical advisor for the customer.

⛳️ Requirements

• High School diploma, Associate's, or Bachelor's degree, OR 5+ years of experience in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO, or Managed & Support Services.

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

• Must be able to obtain a background clearance as required by our government clients.

🏝️ 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

• and more!