Video Customer Support Manager

This is a fully remote position, open to applicants in Connecticut, +6 more states.

📋 Description

• Oversee customer contracts and relationships for Mobile Video, Vehicle Intelligence, and associated video solutions.

• Ensure adherence to contractual commitments, service delivery, and Service Level Agreement (SLA) compliance.

• Guide resources to address complex customer challenges and minimize resolution time.

• Act as the primary point of contact for customers regarding contract management.

• Handle service agreements, field resource allocation, case management, and escalation procedures.

• Uphold service scope and customer responsibilities as outlined in contracts.

• Foster trustworthy service delivery relationships and provide guidance to customers.

• Promote best practices and uniform service levels within customer environments.

• Manage technical modifications, releases, customer requests, field change orders, reconfigurations, upgrades, and execution plans.

• Supervise intricate service issues, technical implementations, product quality concerns, and associated activities.

• Report on technical performance and evaluate outstanding service requests.

• Coordinate account teams and technical resources to fulfill scope, deliverables, and desired outcomes.

• Maintain operational documentation, including Customer Support Plans and Service Provider Statements of Work.

• Oversee service contract renewals, including inventory, SOW, CSP, and updates to third-party vendor pricing.

• Facilitate the transition from project implementation to warranty support and service delivery in collaboration with the Motorola Program Manager.

• Stay updated on legal and regulatory data security requirements.

• Recognize opportunities for up-selling and cross-selling.

⛳️ Requirements

• A High School diploma, Associate's, or Bachelor's degree in Business, Communication, Management, Technology, or a minimum of 5 years of Customer Service Management experience is required.

• A minimum of 5 years of successful experience in lifecycle sustainment account management OR 5 years of background in customer support/customer account management, including Mobile Video, Vehicle Intelligence, or other video solutions.

• Familiarity with Motorola Solutions products and services.

• Knowledge of Oracle / SCDR / Q2SC tools for contract management.

• Strong understanding of CMSO and Network Operations Center offerings and procedures.

• Excellent oral and written communication skills.

• Acquaintance with forecasting and cost/revenue/margin business principles.

• Capability to achieve contract renewal and service growth objectives.

• Sales proficiency in establishing customer connections, delivering presentations, and closing service support sales opportunities.

• Aptitude for learning service products, crafting innovative proposals, making customer presentations, and developing collaborative strategies.

• Required knowledge and experience in using Google Suite tools and Microsoft business software.

• Must be eligible to obtain a background clearance as mandated by government clients.

• Legal authorization to work indefinitely in the U.S. is required; employer work permit sponsorship is not available.

• Travel requirement ranges from 25% to 50%.

🏝️ 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 coverage/role travel provision.