at Motorola Solutions in Chicago, Illinois, United States
Job Description
Company Overview
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.Department OverviewMotorola Fixed Video provides trusted security solutions to the global market. This division of Motorola comprises the Pelco, Multi-Sight, IndigoVision, and Avigilon brands. Together, they design, develop, and manufacture video analytics, network video management software and hardware, surveillance cameras, and access control solutions. Avigilon's solutions have been installed at thousands of customer sites, including school campuses, transportation systems, healthcare centers, public venues, critical infrastructure, prisons, factories, casinos, airports, financial institutions, government facilities, and retailers.
Motorola Solutions VSA, is looking for a Customer Accounts Solutions Manager that enjoys working with customers, and who has a background from a variety of different fields including Customer Support and Customer Success. Your role will be to retain critical customer Accounts through RED Account Management, providing solutions to at-risk customers, while producing valuable insights and outcomes to the business. If you have experience building and leading teams, providing hardware and software solutions relating to Video Security and Access Control, we want to hear from you.Job Description
Reporting to the Director of Global Support and Services:
About the Role
You will be surrounded by people who are incredibly smart, passionate about our customers, and believe in providing world class solutions that are vital to customer success. Every day will bring new and exciting challenges on the job while your team. This is a unique role in that you will be part of a growing Customer Success Team, providing the technical arm in helping our customers realize value in their products. The following are duties and responsibilities, but are not limited to:
Customer Account Management
Manage a team responsible for RED accounts, ensuring the success of at-risk customers and facilitating their transition to Motorola solutions champions.
Oversee Technical Account Managers embedded in customer ecosystems, ensuring seamless support.
Solution Development and Implementation
Conduct Root Cause Analyses (RCAs) for each customer account, generating insightful outcomes and actionable playbooks.
Provide detailed reviews of service disruptions, both customer-specific and global, to drive continuous improvement.
Strategic Planning and Execution
Utilize relevant data to propose annual staffing levels and resource allocations, ensuring optimal support for customers.
Participate in customer meetings, both onsite and remote, to understand their needs and provide tailored solutions.
Cross-Functional Collaboration
Partner effectively across teams including Product, Engineering, Development, Sales, and Support to address customer concerns and drive product improvements.
Use key customer resolution tools across all service groups to facilitate rapid resolution of technical and account management issues.About The Team
The Customer Accounts Solutions Team is composed of RED Accounts specialists and Technical Account Managers ensure the success of our customers by being the technical arm to our Customer Success Team. We solve for safer by providing solutions for our at risk customers. These solutions are both reactive and proactive in nature and the team's success is the ability to think not only about ensuring the affected customers' needs are immediately met, but using gathered data to find other RED Accounts before they become critical.
Basic Qualifications
6+ years of Technical Support or Customer Success experience
Bachelor's Degree in Computer Science, Math, or related discipline required, or 8 years of equivalent work experience
4+ years managing technical teams
Internal enterprise or external customer-facing... For full info follow application link.
Motorola Solutions is an Equal Opportunity Employer committed to no discrimination because of race, color, creed, marital status, age, religion, sex, national origin, citizenship, sexual orientation, gender identity or expression, genetic information, disability, protected veteran, or any other legally protected characteristic.
