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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

The Software Customer Service Manager (CSM) position resides in Global Services, within the Video & Software Services Organization. This role is responsible for the day-to-day management of the customer services contracts and services relationships. The primary focus for this position will be related to VESTA and VESTA NXT, but may also include the customers full portfolio of products depending on organizational need. The Software CSM 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.

Job Description

The primary responsibility of the VESTA-focused Software CSM is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Software Enterprise Support and Services. This resource's number one goal is to ensure their customers' desired outcomes are clearly documented, understood and realized. By focusing on building relationships to foster customer satisfaction in their service and support, ensuring customer satisfaction with the support and service delivery of contracted services and SLAs. The VESTA-focused CSM works closely with the Support Organization to resolve any challenges or issues the customer is facing. 

The VESTA-focused CSM will:

•  Provide customers/customer a single point of contact for Software Enterprise Support to ensure service delivery and Service Level Agreements (SLA) compliance.

• Work with customers/customer as a primary point of contact to discuss concerns and drive corrective actions to closure.

• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.

• Ensure that Customers receive appropriate and timely updates on reported software issues.

• Manage product quality issues as needed.

• Engage in the case management process to …