Video Systems Manager

This is a fully remote position, open to applicants in New Mexico, +1 more state.

📋 Description

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

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

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

• Set up regular governance meetings for mid-term and long-term strategic planning.

• Take accountability for executing service agreements, deploying field resources, reducing time to resolution, and managing case escalation processes.

• Manage and uphold service scope according to the service contract while ensuring customers comprehend their responsibilities regarding service deliverables.

• Foster valuable relationships within the account domain to serve as the trusted advisor for service delivery to the customer.

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

• Provide consistent service levels by surpassing customer expectations and effectively closing corrective actions.

• 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.

• Stay informed about all complex service issues, including technical solution implementations, product quality concerns, and related activities.

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

• Ensure effective coordination and support among account teams and supporting technical resources, leading to adherence to agreed-upon scope, deliverables, and results.

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

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

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

• Engage in problem management by addressing root causes of recurrent incidents to minimize operational impact.

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

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

• Remain updated on complex and evolving legal and regulatory requirements concerning data security best practices.

⛳️ 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.

• Ability to obtain a background clearance as mandated by our government customers.

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

• Proficient in sales strategies for establishing customer relationships, delivering presentations, and closing service support sales opportunities.

• Capable of learning about service products, making customer presentations, and developing collaborative strategies with other Motorola sales and support professionals and teams.

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

🏝️ 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!