Video Customer Support Manager

🔥 0 minutes ago

🦌 Connecticut, Maine, +5 more states – Remote

🦌 Connecticut – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🗽 New York – Remote 🍂 Massachusetts – Remote ⚓ Rhode Island – Remote 🍁 Vermont – 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%

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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 Mobile Video, Vehicle Intelligence, and related video solutions • 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 customer point of contact for contract management • Manage service agreements, field resource deployment, case management, and escalation processes • Maintain service scope and customer obligations under contracts • Build trusted service delivery relationships and advise customers • Ensure best practices and consistent service levels within customer environments • 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, including inventory, SOW, CSP, and third-party vendor pricing updates • Coordinate transition from project implementation to warranty support and service delivery with the Motorola Program Manager • Remain current on legal and regulatory data security requirements • Identify up-sell and cross-sell opportunities

🎯 Requirements

• High School diploma, Associates, or Bachelor's degree in Business, Communication, Management, Technology, or 5+ years of Customer Service Management experience required • 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 • Familiarization 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, create creative proposals, make customer presentations, and form collaborative strategies • Knowledge and experience utilizing Google Suite tools and Microsoft business software required • Must be capable of obtaining a background clearance as required by government customers • Legal authorization to work in the U.S. indefinitely required; employer work permit sponsorship unavailable • Travel requirement of 25–50%

🏖️ 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 coverage/role travel provision