Video Customer Support Manager

Job 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