Video System Manager

Motorola Solutions

. Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.

Posted 5/1/2026full-timeMissouri, Ohio • 🇺🇸 United StatesMid-LevelSenior💰 $90,000 - $100,000 per yearWebsite

About the role

Key responsibilities & impact

Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.
Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and Service Level Agreements (SLA) compliance.
Provide Customers a single point of contact for all items related to Video Services.
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.
Ensure best practices are being adhered to within the customer's environment.
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, and be engaged on all upgrade and execution plans.
Maintain awareness of all complex service matters, including technical solutions implementations, product quality issues and related activities.
Report on technical performance and provide reviews of relevant service requests open within a customer's environment.
Ensure effective coordination and support between account teams and supporting technical resources, resulting in adherence to agreed scope, deliverables, and outcomes.
Have familiarity with video solution deployment methodologies and quality processes.
Show dedication to delivering and supporting end-to-end solutions with exceptional quality, identifying up-sell or cross-sell opportunities.
Ensure all operational documents remain up to date and relevant, such as Customer Support Plans and Servicer Statements of Work.
Work with the Customer Support Manager on any 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.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Remain current with the complex and evolving legal and regulatory requirements regarding data security best practices.

Requirements

What you’ll need

High School diploma, Associates, or Bachelor's degree, OR 5+ years of experience in Customer Support / Customer Account Management to include Mobile Video, Vehicle Intelligence, or other video solutions.
Must have working knowledge of CMSO and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written required.
Must be able to obtain a background clearance as required by our government customers.

Benefits

Comp & perks

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!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SupportCustomer Account ManagementVideo ServicesService Level AgreementsCase ManagementTechnical Solutions ImplementationsVideo Solution Deployment MethodologiesQuality ProcessesContract Renewal ProcessData Security Best Practices

Soft Skills

CollaborationAccountabilityRelationship BuildingCommunication SkillsProblem SolvingCustomer ServiceDedicationCoordinationAdaptabilityAttention to Detail

Certifications

High School DiplomaAssociates DegreeBachelor's DegreeBackground Clearance