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. 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.
Aperçu de l’entreprise
Chez Motorola Solutions , nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.
Department Overview
The Motorola Solutions Customer Success Team empowers our customers to identify and unleash the full power of their Public Safety Software products and services. We build strong relationships with Public Safety to promote their full adoption of Motorola products and services, including growing their ongoing use, value realization and product satisfaction. We work to ensure that the customer experience with Motorola Solutions continuously exceeds their expectations and through our internal and external relationships, we are committed to consistent delivery and follow through to help customers serve their communities and to be their best in the moments that matter.
Job Description
The Software Customer Service Manager position resides in Deployment, Managed & Support Services organizion. This role is responsible for the day-to-day management of the customer services contracts and services relationships for CommandCenter Software. 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 Central Regional Services Manager.
Scope of Responsibilities/Expectations:
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Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
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Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.
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Exercise judgment in selection methods and techniques for obtaining solutions.
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Ensures best practices are being adhered to within the customer's environment.
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Delivers consistent service levels by exceeding customer expectations and managing customer escalations.
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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.
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Maintains awareness of all complex service matters including technical solutions implementations and activities.
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Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment
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Can explain technical problems and solutions to team/client members.
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Ensures effective coordi