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Motorola Solutions · 2 months ago

Manager, Customer Success & Field Support (U.S. Central)

United States

Full-time

Remote

Mid, Senior Level

$120K/yr - $145K/yr

5+ years exp

Motorola Solutions is a global company focused on enhancing public safety through advanced communication and security technologies. The Manager of Customer Success & Field Support is responsible for overseeing the Software Services and Field Response teams, ensuring customer satisfaction, managing operations, and driving strategic relationships across various departments to improve service delivery.

Cyber SecurityTelecommunicationsVideo

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Manage the Software and Services Regional Team which consists of Customer Success Advocates and Software Customer Service Managers. Depending on the skillset of the successful candidate, the individual may also manage Onsite System Administrators, Remote System Administrators, Professional Service resources, and Field Response resources. The position includes accountability for hiring, mentoring, performance management and rewards planning activities

Oversee all day to day operations including customer satisfaction, customer escalations, cost management/containment, service offer management and development

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

Include oversight, guidance and accountability for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management

Interact, prepare and present to top MSI leadership

Represent the organization as the principal customer service contact and perform the business leadership role

Lead highly complex teams

Act as the liaison between the broader organization to drive priorities, improve process, and coordinate/maintain/report/reduce customer escalations

Exercise judgment in selection methods and techniques for obtaining solutions

Ability to work collaboratively with regional and territorial management

Drive strategic relationships between internal and external teams

Resolve issues between internal and external groups

Responsible for direct communication to relevant senior stakeholders

Drive process improvements across departments and business groups

Conduct business reviews with Teams to assist in the improvement of customer handling, and any corrective action to improve customer experience and profitability

Qualification

CommandCenter SoftwareMobile Video DeploymentSoftware ArchitectureAgile project managementSystem IntegrationCloud DeploymentCustomer SuccessBusiness acumenTechnical expertiseProcess improvement

Required

Must be a current Motorola Employee

Bachelor's Degree in Information Technology, Computer Engineering, Business, or Computer Science

5+ years experience in one of the following: Software/Mobile Video Engineering, Deployment, Sales/Presales

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

Business and operational acumen is a must

Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment

Proficiency in Agile project management

Familiarity with software deployment methodologies and quality processes

Dedication to delivering and supporting end-to-end solutions with exceptional quality

Must be able to obtain background clearance as required by government customer(s)

Preferred

Bachelor's degree is preferred

5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus. A combination of 5+ of MSI-specific and public safety industry experience is acceptable