Software Service Manager - Arizona

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

About the role

The Software Customer Service Manager position resides in North America Command Center Software, Managed & Support Services and Success, within the Deployment and Service division. The team supports our public safety agencies throughout the world once those customers go live with our products and systems. The team is committed to providing services for the technology and tools we offer which allows those customers to focus on their mission, and enable them to respond faster with smarter and safer decisions. This role is responsible for the day-to-day management of the customer services contracts and services relationships for the Emergency Call Handling, CommandCenter Software, Mobile Video, and Rave products. The Software Customer Service Manager ensures we are meeting our contractual obligations, provides exceptional expertise in our software and mobile video solutions, and drives the appropriate resources to solve complex issues across our customer base. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise, and ongoing professional services, this organization will drive operational acceptance and satisfaction of the broader product ecosystem across all customers. This role reports into the Regional Services Manager.

Responsibilities

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio (LMR) Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
• Exercise judgment in selection methods and techniques for obtaining solutions.
• Ensures best practices are being adhered to within the customer's environment.
• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
• Helps manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new cloud releases, customer requests, field change orders, and reconfigurations, and is engaged on all upgrade and execution plans.
• Maintains awareness of all complex service matters including technical solutions implementations and activities.
• Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment.
• The ability to explain technical problems and solutions to team/client members.

Qualifications

• Required Skills:
• A high school diploma, associates or bachelor's degree in computer science, engineering, or business management, customer success, CSMO, sales, or presales experience required.
• Must be able to obtain a background clearance as required by our government customers.
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.

Benefits

• Target Base Salary Range: $100,000 - $120,000 USD
• Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.
• Basic Requirements:
• Required Skills:
• A high school diploma, associates or bachelor's degree in computer science, engineering, or business management, customer success, CSMO, sales, or presales experience required.
• Must be able to obtain a background clearance as required by our government customers.
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.