Video Systems Manager

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

📋 Description

• Oversee customer contracts and relationships for video solutions, which include Vehicle Intelligence product lines.

• Ensure fulfillment of contractual obligations while providing expertise in video solutions.

• Direct resources to address complex customer challenges.

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

• Supervise Servicer Statements of Work with Onsite Servicers, ensuring service delivery and compliance with SLAs.

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

• Establish regular governance meetings for medium- and long-term planning.

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

• Manage the scope of services under contracts, clarifying customer obligations regarding service deliverables.

• Cultivate trusted service delivery relationships with customers.

• Ensure adherence to best practices and consistent service levels, driving corrective actions to resolution.

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

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

• Report on technical performance and review service requests.

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

• Support video solution deployment methodologies and quality processes.

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

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

• Address root causes of recurring incidents through problem management.

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

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

• Remain updated on legal and regulatory requirements related to data security best practices.

⛳️ Requirements

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

• Familiarity with Motorola Solutions products and services.

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

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

• Excellent oral and written communication skills.

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

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

• Self-motivated and goal-oriented individual.

• Sales skills, including establishing customer relationships, delivering presentations, and closing service support sales opportunities.

• Ability to learn service products, deliver customer presentations, and develop collaborative strategies with Motorola sales and support teams.

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

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

• Must have a minimum of 3 years of Management or Leadership experience.

• Ability to obtain background clearance as required by government clients.

• Willingness to travel 25-50%.

🏝️ Benefits

• Incentive Bonus Plans.

• Comprehensive Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental and Family Leave.

• Travel Requirements: 25-50%.

• Relocation Provided: None.

• Referral Payment Plan: Yes.