Motorola Solutions · 6 hours ago
Video Customer Support Manager - South Eastern Region - US Remote
United States
Full-time
Remote
Mid, Senior Level
$90K/yr - $100K/yr
5+ years expMotorola Solutions is a global community focused on keeping people safer everywhere. The Video Customer Support Manager is responsible for managing customer contracts and relationships for video solutions, ensuring compliance with service agreements and delivering exceptional customer service.
Telecom & CommunicationsCyber SecurityVideoTelecommunications
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement
Provide Customers a single point of contact for Contract management and ensure service delivery and Service Level Agreements (SLA) compliance
Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes
Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables
Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer
Ensure best practices are being adhered to within the customer's environment
Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure
Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations, and be engaged on all upgrade and execution plans
Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities
Report on technical performance and provide reviews of relevant service requests open within a customer's environment
Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes
Have familiarity with video solution deployment methodologies and quality processes
Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities
Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Service Provider Statements of Work
Manage the service contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery
Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices
Qualification
Required
High School diploma, Associates, or Bachelor's degree in Business, Communication, Management, Technology, or 5+ years of Customer Service Management 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
Preferred
Possess 5+ years of successful experience with lifecycle sustainment account management OR 5+ years of experience in customer support / customer account management to include Mobile Video, Vehicle Intelligence, or other video solutions
Understanding of Motorola Solutions products and services
Understanding of Oracle / SCDR / Q2SC tools for contract management
Strong working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written
Familiarization with forecasting and cost/revenue/margin business acumen
Ability to achieve contract renewal and services growth goals
Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities
Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams
Knowledge and experience utilizing Google Suite tools and Microsoft business software is required
Benefits
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!
Company
Motorola Solutions
Motorola Solutions creates mission-critical communication solutions and services for public safety and commercial customers.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$1BKey Investors
Silver Lake
2023-01-06Post Ipo Equity· $1B
2011-01-04IPO
Leadership Team
Mahesh Saptharishi
Executive Vice President and CTO
Jack Molloy
EVP and Chief Operating Officer
Recent News
2026-02-12
2026-02-10
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