Customer Support & Account Services Manager

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

DRN, a Motorola Solutions company, equips LPR cameras to scan license plates every day, building up a historical scan database that serves the clients and the entire network in generating more hits and recoveries. DRN maintains the largest database of scans and the numbers continue to grow daily.

Job Description

The Customer Support & Account Services Manager will be responsible for the planning and oversight of enterprise-level support and service activities for fixed hardware sales, related services and installations. ensuring exceptional service and operational performance within the parameters of program and delivery standards.

In addition the candidate will establish and maintain client relationships and understanding of client’s business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Oversees internal process flows and KPI’s for fixed hardware sales, spanning from pre-sales activities to installation of hardware. Collaborates with current and future reresellers, internal sales and support groups to demonstrate the value of bundled solutions to clients and identify opportunities to increase operational efficiency. These groups include but are not limited to Accounting, BI, Client Services, Field Services, Inventory Management, Order Management, Salesforce Dev and Strategic Accounts. 

RESPONSIBILITIES

Customer Support & Account Services Manager will be responsible for:

• Work with Sales to identify, verify and quantify pipeline for all fixed hardware opportunities for CV forecasting, order management and field service installation SLA’s  

• Oversee end to end internal processes to ensure internal departments are held accountable for each step of the process and ensure accuracy of documentation for KPI’s and forward facing process process improvement.  

• Manage and expand national installer relationships and service providers including but not limited to outsourced Installation providers and electricians.  

• Work closely with Project Fulfillment Manager to ensure all processes are documented and maintained. 

• Work with Sales and Fixed Hardware SAM and accounting to ensure accurate billing 

• Work with Director of Field Sales to expand knowledge of general operations including operational Salesforce implementation, BI Reporting and KPIs for various verticals, commission calculations and billing audits.   

• Communicate escalations and action items to management and internal stakeholders

• Ensure all team deliverables arrive in good order, on time, and fulfill clients’ requirements

• If necessary, assist in the roll out of Bundled Solutions

Necessary Requirements 

• PC proficiency

• Superb interpersonal, communication, and collaboration skills

• Excellent organizational and time management skills.

• Great problem-solving and analytical abilities.

• Understanding of sales performance metrics

• Strong negotiation skills with a problem-solving attitude

• Must meet MSI employment requirements.

Target Base Salary Range: $95,000- $101,500 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

#LI-NJ1

#LI-ONSITE

Basic Requirements

• High School Diploma or Equivalent

• University Degree or equivalent experience and minimum 5 years of prior relevant experience

• This position requires up to 10% travel.

Travel Requirements

Under 10%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. Benefits include:

• 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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.