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 (LMR) Customer Service Managers, and CMSO Support teams during the customer engagement process.

• Responsible for executing service agreements, deploying field resources, reducing time to resolution, and managing escalations.

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

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

• Provide consistent service levels by surpassing customer expectations and handling escalations effectively.

• Assist in managing and coordinating the processing, communication, and implementation of technical changes, which include updates related to new cloud releases, customer requests, field change orders, and reconfigurations, while being involved in all upgrade and execution plans.

• Stay informed about all complex service issues, including technical solutions implementations and associated activities.

• Report on technical performance and review relevant service requests within a customer's environment.

• Capably explain technical problems and solutions to team members and clients.

⛳️ Requirements

• High School diploma, Associate's, or Bachelor's degree in Computer Science, Engineering, or Business Management.

• Experience in Customer Success, CSMO, Sales, or Presales is essential.

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

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

🏝️ 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!