Video Customer Support Manager

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

📋 Description

• Oversee customer contracts and relationships pertaining to video solutions, encompassing Mobile Video and Vehicle Intelligence.

• Ensure compliance with contractual obligations, service delivery, and Service Level Agreements.

• Direct resources to tackle complex customer issues and minimize resolution times.

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

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

• Maintain service scope and ensure customers are aware of their service-delivery responsibilities.

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

• Ensure adherence to best practices and uniform service levels; drive corrective actions to completion.

• Coordinate technical changes, releases, customer requests, field change orders, reconfigurations, upgrades, and execution strategies.

• Monitor intricate service issues, technical implementations, product quality challenges, and associated activities.

• Report on technical performance and assess open service requests.

• Coordinate account teams and technical resources to achieve scope, deliverables, and results.

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

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

• Manage the transition from project implementation to warranty support and service delivery.

• Stay updated with legal and regulatory data-security requirements.

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, customer service, onsite service, and support teams.

• Identify opportunities for upselling and cross-selling.

⛳️ Requirements

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

• Familiarity with Motorola Solutions products and services.

• Understanding of Oracle / SCDR / Q2SC tools relevant to contract management.

• Strong working knowledge of CMSO and Network Operations Center offerings and procedures.

• Excellent oral and written communication abilities.

• Familiarity with forecasting and business acumen related to cost/revenue/margin.

• Proven ability to meet contract renewal and service growth objectives.

• Sales skills in developing customer relationships, delivering presentations, and closing service support sales opportunities.

• Capability to learn about service products, create innovative proposals, present to customers, and devise collaborative strategies.

• Knowledge and experience with Google Suite tools and Microsoft business software.

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

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

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

🏝️ 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.