Software Customer Service Manager - VESTA

📋 Description

• • As a Software Customer Service Manager for VESTA at Motorola Solutions, you will be at the forefront of ensuring the seamless operation and exceptional support of our critical 911 call handling software solutions. This pivotal role within the Command Central Software Deployment and Support Services Organization is designed for a proactive and customer-centric individual who thrives on managing complex service contracts and fostering strong client relationships.
• • You will be the primary point of contact for Vesta 911 call handling customer service contracts, meticulously overseeing day-to-day operations to guarantee that all contractual obligations are not just met, but exceeded. Your expertise will be crucial in driving the deployment of appropriate resources to resolve intricate technical issues, ensuring minimal disruption and maximum uptime for our public safety clients.
• • This role demands a strategic approach to customer engagement, working collaboratively with Sales, Product, Engineering, Deployment, and CMSO Support teams. You will be accountable for the successful execution of service agreements, the efficient deployment of field resources, and a demonstrable reduction in the time it takes to resolve customer issues. Effective escalation management will be a key component of your success, ensuring that even the most challenging situations are handled with professionalism and efficiency.
• • You will exercise sound judgment in selecting the most effective methods and techniques for achieving optimal solutions, always adhering to best practices within the customer's environment. Delivering consistent, high-level service is paramount, and you will be empowered to go above and beyond to exceed customer expectations and adeptly manage any escalations that arise.
• • A significant aspect of your role will involve facilitating the life-cycle management of software upgrades, technical service bulletins, and system changes. This requires a proactive mindset, anticipating needs and ensuring that our clients are always operating with the latest, most stable versions of our software.
• • You will maintain a comprehensive awareness of all complex service matters, including the implementation of technical solutions and ongoing activities. Regular reporting on technical performance and providing thorough reviews of relevant service requests open within a customer's environment will be essential for transparency and continuous improvement.
• • A core responsibility is the ability to clearly and concisely explain complex technical problems and their corresponding solutions to both internal stakeholders and external customers. This communication skill is vital for building trust and ensuring mutual understanding.
• • You will ensure effective coordination and seamless support between account teams and the technical resources that support them, acting as a crucial bridge between client needs and technical delivery.
• • Building value-added relationships within the domain of each account is key to becoming the trusted technical advisor that our customers rely on. This involves understanding their unique challenges and proactively offering solutions.
• • You will manage escalated situations with a combination of strong leadership, deep customer relationship knowledge, and by actively assisting technical teams during critical incidents. Your ability to remain calm and effective under pressure will be invaluable.
• • This position requires the ability to work in high-security areas governed by strict government regulations, including the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy." Consequently, you must be able to pass a stringent, government-mandated fingerprint background check administered by Motorola Solutions Inc. customers.
• • You will be responsible for driving customer satisfaction through proactive engagement, timely issue resolution, and a deep understanding of their operational needs. Your success will directly contribute to the long-term success and loyalty of our Vesta 911 customers, reinforcing Motorola Solutions' commitment to public safety and reliable communication.
• • This role offers the opportunity to make a tangible impact on public safety by ensuring the reliability and effectiveness of the systems that first responders depend on during critical moments. You will be a key player in maintaining the trust and confidence our clients place in Motorola Solutions' technology and support services.