Video Systems Manager

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

📋 Description

• Oversee customer contracts and relationships for video solutions, specifically within the Vehicle Intelligence product lines.

• Ensure compliance with contractual obligations and service-level agreements.

• Offer expertise in video solutions and direct resources to address intricate customer challenges.

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams.

• Supervise Servicer Statements of Work and guarantee service delivery and SLA adherence.

• Act as the primary contact for the lifecycle management of video and related Motorola ecosystem technologies.

• Organize recurring governance meetings for both mid-term and long-term strategic planning.

• Implement service agreements, deploy field resources, minimize resolution time, manage cases, and oversee escalations.

• Maintain service scope in accordance with contracts and clarify customer responsibilities.

• Cultivate trusted advisory relationships in service delivery with customers.

• Ensure adherence to best practices and consistent service levels; facilitate corrective actions to resolution.

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

• Monitor complex service issues, technical implementations, product quality concerns, and associated activities.

• Report on technical performance and assess open service requests.

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

• Support the complete deployment of video solutions and quality assurance processes.

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

• Maintain Customer Support Plans, Servicer Statements of Work, and other operational documentation.

• Address root causes of recurring incidents through problem management techniques.

• Assist with contract renewals, including inventory management, SOW, CSP, and updates on third-party vendor pricing.

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

• Stay updated on legal and regulatory data-security standards.

⛳️ Requirements

• High School diploma, or an Associate's or Bachelor's degree in Business, Communications, General Studies, IT, Management, Public Safety, or Technology is required.

• A minimum of 3 years of Management or Leadership experience is essential.

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

• At least 5 years of proven experience in lifecycle sustainment account management OR 5 years in customer support/customer account management involving Mobile Video, Vehicle Intelligence, or other video solutions.

• Familiarity with Motorola Solutions products and services is important.

• Knowledge of Servicer Statement of Work for effective contract management.

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

• Excellent oral and written communication abilities are required.

• Understanding of forecasting and financial acumen regarding cost/revenue/margin is preferred.

• Capability to meet contract renewal and service growth objectives.

• A goal-oriented self-starter who can market and manage service support contracts effectively.

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

• Ability to learn service products, present to customers, and collaborate with Motorola sales and support teams.

• Proficiency in using Google Suite tools and Microsoft business applications is necessary.

• Willingness and capability to travel 25-50% of the time.

• Must be able to work remotely from Arizona.

🏝️ 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.