Video System Manager

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams regarding Mobile Video, Command Center Software, and Mission Critical Networks throughout the customer engagement process.

• Supervise Servicer Statement of Works (SSOW) with Onsite Servicers and guarantee compliance with service delivery and Service Level Agreements (SLA).

• Serve as the single point of contact for Customers concerning all Video Services-related inquiries.

• Take accountability for the execution of service agreements, deployment of field resources, minimizing resolution time, case management, and escalation processes.

• Manage and uphold service scope according to the service contract and ensure Customers are aware of their responsibilities concerning service deliverables.

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

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

• Provide consistent service levels by surpassing customer expectations and driving corrective actions to completion.

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

• Maintain awareness of all intricate service matters, including technical solution implementations, product quality issues, and associated activities.

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

• Ensure effective coordination and support between account teams and technical resources, leading to adherence to agreed scope, deliverables, and outcomes.

• Possess familiarity with video solution deployment methodologies and quality processes.

• Demonstrate a commitment to delivering and supporting end-to-end solutions with exceptional quality, while identifying up-sell or cross-sell opportunities.

⛳️ Requirements

• High School diploma, Associate's, or Bachelor's degree, OR 5+ years of experience in Customer Support / Customer Account Management, including Mobile Video, Vehicle Intelligence, or other video solutions.

• Must possess working knowledge of CMSO and Network Operations Center offerings and procedures, along with strong oral and written communication skills.

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

• Travel Requirements: 25-50%

🏝️ 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!