Video Systems Manager

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

📋 Description

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement process.

• Oversee Servicer Statement of Works (SSOW) with Onsite Servicers, ensuring both service delivery and compliance with Service Level Agreements (SLA).

• Act as the primary contact for managing the lifecycle of video and other complementary Motorola ecosystem technologies.

• Establish regular governance meetings for both mid-term and long-term planning initiatives.

• Take accountability for executing service agreements, deploying field resources, minimizing resolution time, managing cases, and handling escalation processes.

• Manage and uphold the service scope in accordance with the service contract, ensuring that customers are aware of their obligations regarding service deliverables.

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

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

• Provide consistent service levels by exceeding customer expectations and effectively driving corrective actions to resolution.

• 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 engaged in all upgrade and execution plans.

• Maintain awareness of all complex service issues, including technical solutions implementations, product quality concerns, and related activities.

• Report on technical performance and review relevant service requests that are open within the customer’s environment.

• Ensure effective coordination and support between account teams and technical resources, leading to compliance with agreed-upon scope, deliverables, and outcomes.

• Have familiarity with video solution deployment methodologies and quality assurance processes.

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

• Keep all operational documents current and relevant, including Customer Support Plans and Servicer Statements of Work.

• Engage in problem management by addressing the root causes of recurring incidents to reduce operational impacts.

• Collaborate with the Customer Support Manager on any contract renewal processes for all assigned service agreements, including customer inventory updates, SOW updates, CSP updates, and changes to 3rd party vendor pricing.

• Work closely with the Motorola Program Manager (PM) to ensure a seamless transition from project implementation to warranty support and service delivery.

⛳️ Requirements

• 5+ years of successful experience in lifecycle sustainment account management OR 5+ years of experience in customer support/customer account management, particularly with Mobile Video, Vehicle Intelligence, or other video solutions.

• Understanding of Motorola Solutions products and services.

• Familiarity with the Servicer Statement of Work for contract management.

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

• Understanding of forecasting and the business acumen related to cost, revenue, and margin.

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

• Goal-oriented self-starter with the skills and capability to successfully market and manage service support contracts.

• Sales skills and abilities in establishing customer relationships, delivering presentations, and finalizing service support sales opportunities.

• Must be capable of learning service products, delivering customer presentations, and developing collaborative strategies with other Motorola sales and support professionals and teams.

• Knowledge and experience in utilizing Google Suite tools and Microsoft business software are required.

🏝️ 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

• and more!