Manager, Customer Success & Field Support (U.S. Central)

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 OverviewThe Video & Software Service Team ensures that Motorola Solutions is meeting its contractual obligations, providing exceptional expertise in our software solutions and solving complex issues across our customer base to enable them to unlock the full potential of the solutions we provide. This organization is dedicated to the long-term success of our customers. Through enhanced customer relationships, onsite technical expertise and ongoing consultative services, this organization will drive operational adoption, return on investment and satisfaction of the broader product ecosystem across all customers.
Job Description

The Regional Manager resides in Global Services, in the Video & Software Services Organization (VSS). This role is responsible for the day-to-day management of the Software Services, Field Response, and Professional Services teams for CommandCenter Software. These teams ensure we are meeting our contractual obligations, provide exceptional expertise in our software solutions and solve complex issues across our customer base to enable them to unlock the full potential of the solutions we provide. Through enhanced customer relationships, onsite technical expertise, and ongoing consultative services, this organization drives operational adoption, return on investment and satisfaction of the broader product ecosystem across all customers.

This role reports into the VSS Regional Director. 

• Scope of Responsibilities/Expectations:

  • Manage the Software and Services Regional Team which consists of Customer Success Advocates and Software Customer Service Managers. Depending on the skillset of the successful candidate, the individual may also manage Onsite System Administrators, Remote System Administrators, Professional Service resources, and Field Response resources. The position includes accountability for hiring, mentoring, performance management and rewards planning activities. 

  • Oversee all day to day operations including customer satisfaction, customer escalations, cost management/containment, service offer management and development.

  • Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement. 

  • Include oversight, guidance and accountability for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management.

  • Interact, prepare and present to top MSI leadership

  • Represent the organization as the principal customer service contact and perform the business leadership role.

  • Lead highly complex teams.

  • Act as the liaison between the broader organization to drive priorities, improve process, and coordinate/maintain/report/reduce customer escalations.

  • Exercise judgment in selection methods and techniques for obtaining solutions.

  • Ability to work collaboratively with regional and territorial management.

  • Drive strategic relationships between internal and external teams.

  • Resolve issues between internal and external groups.

  • Responsible for direct communication to relevant senior stakeholders.

  • Drive process improvements across departments and business groups.

  • Conduct business reviews with Teams to assist in the improvement of customer handling, and any corrective action to improve customer experience and profitability. 

• Specific Knowledge/Skills:

  • Must be a current Motorola Employee

  • Bachelor's degree is preferred

  • 5+ plus years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services experience is a plus. A combination of 5+ of MSI-specific and public safety industry experience is acceptable.

  • Business and operational acumen is a must.

  • Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.

  • Proficiency in Agile project management.

  • Familiarity with software deployment methodologies and quality processes.

  • Dedication to delivering and supporting end-to-end solutions with exceptional quality.

  • Must be able to obtain background clearance as required by government customer(s).

  • The position is remote, and can be performed from any of the states in Motorola Solutions’ U.S. Central Region or Canada.

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Target Base Salary Range: $120,000-$145,000

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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Basic Requirements

• Bachelor's Degree in Information Technology, Computer Engineering, Business, or Computer Science, and 5+ years experience in one of the following: Software/Mobile Video Engineering, Deployment, Sales/Presales

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel RequirementsUnder 25%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• 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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.