Software Customer Service Manager

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewThe Software Customer Service Manager (CSM) position resides in Global Services, within the Video & Software Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships. The primary focus for this position will be related to VESTA and VESTA NXT, but may also include the customers full portfolio of products depending on organizational need. The Software CSM 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.
Job Description

The primary responsibility of the VESTA-focused Software CSM is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This resource's number one goal is to ensure their customers' desired outcomes are clearly documented, understood and realized. By focusing on building relationships to foster customer satisfaction in their service and support, ensuring customer satisfaction with the support and service delivery of contracted services and SLAs. The VESTA-focused CSM works closely with the Support Organization to resolve any challenges or issues the customer is facing. 

The VESTA-focused CSM will:

•  Provide customers/customer a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.

• Work with customers/customer as a primary point of contact to discuss concerns and drive corrective actions to closure.

• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.

• Ensure that Customers receive appropriate and timely updates on reported software issues.

• Manage product quality issues as needed.

• Engage in the case management process to ensure proper service delivery.

• Lead and manage the coordination of change requests; managing the response and implementation of approved changes.

• Oversee the change implementation into service delivery operations in coordination with the Customer.

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and Technical Support teams throughout the customer engagement. 

• Accountable and responsible for the execution of service agreements, reduction in time to resolution, and escalation management.

• Delivers consistent service levels by exceeding customer expectations and managing customer escalations.

• Explain technical problems and solutions to team/client members.

• Ensure effective coordination and support between account teams and supporting technical resources.

• Builds value-added relationships within the domain of the account to become the trusted technical advisor to the customer.

• This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers. 

• Although this is a remote position some travel should be expected to meet the needs of the customers when issue resolution is better served in person.

• The VESTA CSM may be required to participate in Emergency Response Team calls to provide updates to the customer outside of normal business hours. 

Specific Knowledge/Skills:

• Motorola Solutions products and services with a particular focus on VESTA 9-1-1 Preferred.

• Proficiency in Microsoft Excel and/or Google Sheets

• Automated ticketing system experience desired

• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures

• Strong command of communication skills, both oral and written

• Ability to communicate with customer personnel regarding the operation and support of the Motorola Products deployed

• Exceptional interpersonal skills required

• Driven to achieve success regardless of obstacles faced 

• Excellent organizational skills and the ability to handle multiple tasks

• Effective time management skills required

• Proficient computer skills with emphasis on windows based applications

• Customer focused; detail orientated individual

• Ability to successfully navigate challenging or confrontational situations

• Focused individual who understands the value of excellent customer service and the impact to business if customers are not properly supported

• Ability to work and make decisions with minimal supervision

• Understanding, interpretation of, and prior experience working with contracts desired.

Target Base Salary Range: $86,500 - $173,000 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. 

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Basic Requirements

• Bachelor's Degree OR 5+ years of experience in technical customer support

• Must be able to obtain background clearance as required by government customers

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements25-50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanNo

Our U.S. Benefits include:

• 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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please email [email protected].