Video Customer Support Manager

🔥 7 minutes ago

🦀 Maryland, Pennsylvania, +2 more states – Remote

🦀 Maryland – Remote 🔔 Pennsylvania – Remote ⚔️ Virginia – Remote ⛰️ West Virginia – Remote

💵 $85k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Motorola Solutions

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1928

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Motorola Solutions is a company that provides a comprehensive safety and security ecosystem, offering technology solutions to protect people, property, and places. The company specializes in critical communications, video security systems, command center solutions, and managed & support services. Their products include mission-critical P25 radios, professional DMR radios, broadband devices, and video security systems powered by AI analytics. Motorola Solutions serves various industries, including public safety, education, healthcare, law enforcement, and more, with a focus on enhancing operational efficiency and response in critical situations. They are committed to delivering solutions that help their customers stay connected, communicate clearly, and act with certainty in the harshest conditions.

📋 Description

• Manage customer contracts and relationships for video solutions, including Mobile Video and Vehicle Intelligence • Ensure contractual obligations, service delivery, and Service Level Agreement compliance • Direct resources to resolve complex customer issues and reduce time to resolution • Serve as the single point of contact for contract management • Manage service agreements, field resource deployment, case management, and escalation processes • Maintain service scope and ensure customers understand their service-delivery obligations • Build trusted service-delivery relationships and advise customers • Ensure best practices and consistent service levels; drive corrective actions to closure • Coordinate technical changes, releases, customer requests, field change orders, reconfigurations, upgrades, and execution plans • Monitor complex service matters, technical implementations, product quality issues, and related activities • Report technical performance and review open service requests • Coordinate account teams and technical resources to meet scope, deliverables, and outcomes • Maintain operational documents including Customer Support Plans and Service Provider Statements of Work • Manage service contract renewals, inventory updates, SOW updates, CSP updates, and third-party vendor pricing changes • Coordinate transition from project implementation to warranty support and service delivery • Remain current with legal and regulatory data-security requirements • Collaborate with Sales, Product, Engineering, Deployment, Customer Success, customer service, onsite service, and support teams • Identify upsell and cross-sell opportunities

🎯 Requirements

• 5+ years of successful experience with lifecycle sustainment account management OR 5+ years of experience in customer support / customer account management, including 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 Network Operations Center offerings and procedures • Strong oral and written communication skills • Familiarity with forecasting and cost/revenue/margin business acumen • Ability to achieve contract renewal and services growth goals • Sales skills in establishing customer relationships, making presentations, and closing service support sales opportunities • Ability to learn service products, develop creative proposals, make customer presentations, and form collaborative strategies • Knowledge and experience utilizing Google Suite tools and Microsoft business software • High School diploma, Associate's, 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 government customers • Legal authorization to work indefinitely in the U.S.; employer work permit sponsorship is unavailable

🏖️ 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 • Referral Payment Plan • 25-50% travel opportunity