Video Systems Manager

Responsibilities:

• 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.

• Serve as the primary point of contact for the lifecycle management of video and other complimentary Motorola ecosystem technologies.

• Establish recurring governance meetings for mid-term and long-term planning.

• 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.

• Undertake problem management by addressing the root causes of repetitive incidents to minimize operational impact.

• 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.

Preferred Qualifications:

• 5+ years of successful experience with lifecycle sustainment account management OR 5+ years of experience in customer support / customer account management to include Mobile Video, Vehicle Intelligence, or other video solutions.

• Understanding of Motorola Solutions products and services.

• Understanding of Servicer Statement of Work for contract management.

• Strong 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.

• Familiarization with forecasting and cost/revenue/margin business acumen.

• Ability to achieve contract renewal and services growth goals.

Additional Requirements:

• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts 

• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.  

• Must be capable of learning service products, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.

• Knowledge and experience utilizing Google Suite tools and Microsoft business software is required.