Video Customer Support Manager
Motorola Solutions
full-time
Posted on:
Location Type: Remote
Location: Florida • North Carolina • United States
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Salary
💰 $90,000 - $100,000 per year
About the role
- Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
- Provide Customers a single point of contact for Contract management and ensure service delivery and Service Level Agreements (SLA) compliance.
- Be accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.
- Manage and maintain services scope as per services contract and ensure Customers understand their obligations in regard to service deliverables.
- Build value-added relationships within the domain of the account to become the trusted service delivery advisor to the customer.
- Deliver consistent service levels by exceeding customer expectations and driving corrective actions to closure.
- Help manage and coordinate the processing, communication, and implementation of technical changes, including changes related to new releases, customer requests, field change orders, and reconfigurations.
- Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
- Manage the service contract renewal process for all assigned service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes.
Requirements
- High School diploma, Associates, 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 our government customers.
- Legal authorization to work in the U.S. indefinitely is required.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
contract managementcase managementservice level agreementsservice deliverytechnical solutions implementationcustomer service managementservice contract renewalscope managementfield resource deploymentcustomer inventory updates
Soft Skills
collaborationcommunicationrelationship buildingaccountabilityproblem solvingcustomer engagementexpectation managementorganizational skillsescalation managementvalue-added service delivery