Motorola Solutions

Manager

• 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.

Video System Manager

Customer Success Manager

• Full-Lifecycle Management: Own the customer journey for a high-volume portfolio, ensuring agencies are successful from initial go-live through their annual renewal cycles.
• Data-Driven Health Monitoring: Regularly analyze usage data to identify accounts that are "unhealthy" (low usage) or "at-risk." Execute scaled digital outreach campaigns to re-engage these users and drive adoption.
• Process Trailblazing: Help build and refine the "Scaled" playbook—finding the most efficient ways to provide a "white-glove" feel to a high volume of agencies through technology.
• Content Creation & Self-Service Enablement: Develop a robust library of self-service resources, including "How-to" videos and best practice guides.
• Community Forum Management: Monitor and create content to address customer questions and to keep the conversation going.

Scaled Customer Success Associate

Full-stack Engineer

• Design and lead the implementation of the Hybrid PDH solution, including the Informatica P360 MDM platform and integration with Oracle PDH and Fusion Cloud applications.
• Establish and enforce global standards for product data taxonomy, hierarchy, quality, and relationships (e.g., Accessory-to-Product, Product-to-Services).
• Oversee data integration and syndication between PDH and key upstream/downstream systems, including Oracle Agile PLM, Oracle EBS, SAP, CPQ, and e-commerce platforms (AEM).
• Act as a trusted technical advisor, leading cross-functional teams to resolve complex data disconnects and troubleshoot data failures across the ecosystem.
• Define and implement robust Data Quality (DQ) rules, cleansing, and profiling processes to ensure the accuracy and integrity of product master data.
• Provide technical planning, pre-sales support, and contribute to GTM strategy development for data management solutions.

Technical Lead – Product Data Management, PDH, PLM

Project Manager

• Leads large projects by developing detailed project plans, managing timelines and resources, and establishing clear goals
• Identifies and mitigates risks, and develops corrective action plans
• Demonstrates awareness of all nine areas of PMBOK project management, PRINCE2, or applicable PM standard with a firm understanding of two
• Prepares reports for upper management regarding status of the project.

Senior Project Manager – West Coast Region

Security Engineer

• Lead the assessment and analysis of cyber security documentation for client information systems.
• Lead in the identification and application of vulnerability remediations and fix procedures.
• Lead in the identification and mitigation of cyber security risks through formal assessment activities.
• Lead compliance related discussions, having moderate understanding of applicable compliance frameworks.
• Assist with day-to-day activities required to deliver a project on time and within budget.
• Participate in regular project meetings and deliver accurate status updates.
• Create and deliver presentations to customers or internal audiences.

Mid-Level Cybersecurity Engineer

Analyst

• Work with Implementation Consultants to configure Noggin software in accordance with project deliverables and user requirements
• Monitor and troubleshoot common and daily tasks and events as well as changes
• Write internal knowledge base and customer service materials
• Reproduce, test, resolve and document software bugs, defects, and problems
• Examine and evaluate current systems to identify needed updates or adjustments to the system
• Validate changes by testing configuration
• Train users on the new operation systems and provide support
• Stay up to date with current technologies and technical developments
• Accurate time logging and tracking in accordance with specified billable target of 80%

Software Configuration Analyst

Account Manager

• Develop and implement a comprehensive sales plan for each “target” account and or geography and their buying centers covering the full portfolio of Motorola Solutions products and services (core, software enterprise, and emerging technologies)
• Assemble and coordinate a diverse team of internal & external sales resources to assess customer’s needs and address their requirements
• Act as a trusted advisor to influence customer’s technology platform decisions and develop preference and loyalty for Motorola Solutions
• Proactively develop large project opportunities encompassing a wide range of products and services
• Proactively engage and lead channel partners in selling Motorola Solutions products and services to customers buying centers where appropriate
• Develop strong relationships with key decision makers and influencers within and outside of public safety
• Proactively engage Motorola Solutions executive sponsors to build a strategic relationship to position long term opportunities for the company
• Develop Motorola Solutions procurement vehicles for multiple solutions to be leveraged across an entire “target” account

Senior Account Manager

• Serve as the customer's primary point of contact within the Motorola organization
• Act as a communications consultant and lead manager for all contracted services
• Function as the principal liaison, collaborating closely with the Customer, Systems Support Center, Dispatch Operations, Product Groups, the Factory, System Engineering, System Integration, the Field Service Organization, the Service Support Network, third-party contractors, and the local servicer.
• Ensure full compliance with the terms and conditions of the warranty and maintenance contract
• Coordinate all service activities to guarantee contractual adherence
• Maintain regular meetings with designated customer contacts to review system maintenance, repair activities, and discuss long-term objectives and concerns
• Track and manage financials for service deliverables, including overall budget oversight, internal and third-party expenditures, and profitability
• Manage the System Management team.

System Manager

Field Engineer

• Provide technical support of specialized systems and product applications including troubleshooting of software-driven electronics, provisioning of communication system infrastructure, and performance optimization of RF and Broadband architecture including, but not limited to, legacy analog, advanced digital P25 and data infrastructure.
• Maintain, optimize, test, and document complex communications systems.
• Provide weekly reports of activities and accomplishments.
• Perform maintenance of server hardware/OS and software infrastructure and troubleshooting to resolve system/application related issues.
• Perform preventative maintenance routines to ensure proper system operation with a focus on trend analysis and documentation of results.
• Develop solutions to difficult technical problems encountered as part of system maintenance, upgrades or support issues.
• Continuous training in the latest technologies and troubleshooting techniques.
• Team with engineering, project management, and sales personnel to effectively maintain, optimize and support advanced communication systems which meet or exceed customer expectations.

Field Service Technician

Product Adoption Specialist

• Drive the Instrumentation Strategy: Own the "Radar".
• Partner with Product Managers Product Owners and Engineering to identify core features and workflows and define what "Active Usage" looks like.
• Identify Adoption Gaps: Use behavioral segmentation to identify "power users" versus "at-risk" groups.
• Narrative Leadership: Lead the strategy to synthesize complex product data into high-level insights for the Senior Leadership Team (SLT).
• Cross-Functional Leadership: Lead and guide the right conversations to ensure product and technical teams are executing on the broader telemetry and adoption strategy.

Product Adoption & Insights Manager

Account Executive

• Craft and execute a detailed annual sales plan, focusing on strategic territory management and achieving sales objectives
• Provide regular updates on progress, and refine strategies as needed
• Define marketing needs, creating and maintaining sales materials
• Drive lead generation, manage proposal development, and oversee the sales cycle from qualification to deal closure
• Maintain precise CRM records and collaborate with internal teams to ensure alignment with customer needs
• Achieve a target of 4 new meetings per week and maintain a 5:1 pipeline ratio (deal value:quota)

Senior Enterprise Account Executive

Support Engineer

• Provide first-level support by diagnosing hardware, software, browser, and networking issues within a Linux environment.
• Record and maintain detailed logs in our ticketing system, ensuring accurate documentation from initial contact through resolution or escalation to Tier 2.
• Communicate complex technical solutions clearly and empathetically to non-technical users, maintaining a professional demeanor in a high-intensity environment.
• Act as a central point of contact by coordinating, monitoring, and following up on maintenance work performed by field technicians.
• Contribute to the internal knowledge base by creating and updating technical documents to improve team efficiency.
• Prioritize and manage multiple client issues simultaneously while working a flexible schedule that may include evenings and weekends.

Technical Support Analyst

Backend Engineer

• Develop and test software interfaces between MSI products (CAD, RMS, Real Time Command & Control, and Analytics) and a variety of 3rd party systems as required to meet customer requirements defined by solution architects.
• Interfaces are typically developed using an Extract, Transform, Load (ETL) architecture with adapters to 3rd party and MSI systems and a transformation layer that includes field mapping, filtering, triggering, and business logic.
• Interfaces are implemented using a variety of technologies, including Microsoft .NET (C#), Java, XML, XSLT, SQL, microservices and kubernetes.

Mid-Level Software Engineer – .NET, Java

• Execute on established scaled strategies to elevate the new customer onboarding experience
• Focus on the key metric of driving time-to-value and ROI by enabling rapid and successful onboarding, adoption, and business value for customers
• Deliver the onboarding playbook including quickly building rapport with new end users, understanding their business use case and goals, delivering new user product training
• Monitoring a high volume of customer accounts (±1000) for key risk measures, growth opportunities and overall health
• Proactively engage sales and partner communities to drive awareness of Customer Success and bring in new end users to the program
• Lead cross-functional collaboration with sales, support, and product teams

Customer Success Manager, Scaled

Engineering Manager

• Lead and mentor a high-performing engineering organization, fostering a culture of innovation and continuous improvement.
• Drive and communicate the technical strategy and roadmap for the team.
• Oversee the development and delivery of high-quality software solutions, meeting scalability, performance, and security requirements.
• Partner cross-functionally with product management, security, and compliance teams.
• Champion engineering best practices and promote a culture of technical excellence, collaboration, and continuous improvement.