Customer Experience Manager

Austin, TX, United States

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 Overview Motorola Solutions' Mobile Video Department provides best in practice mobile video solutions to our Public Safety customers to equip them to be their best in the moments that matter. We specialize in Body Worn Camera (BWC), In Car Video (ICV), License Plate Recognition (LPR) solutions. Our organization seeks to improve the safety for both officers and communities alike.

Job Description The goal of the Mobile Video Customer Experience Manager (CEM) is to drive the response to customer inquiries related to their mobile video solutions. These inquiries will span a customer’s experience from the time of order, through deployment, and into day-to-day use of the solution.

For the assigned Region, the CEM coordinates with Sales, Systems Integration, the Centralized Support Organization (CMSO), and the Product Group to ensure that customer requests are assigned to the correct responsible party, track progress, and escalate as necessary to meet customer commitments.

The CEM will be a critical single point of contact to the Region sales and services leadership, providing a unified view to all open items, from order to service, to ensure effective resolution and timely communication to customers.

Scope of Responsibilities:

Serve as a single point of contact and coordination between Sales, Systems Integration, centralized support, and product group

Establish a communications protocol and cadence with each MSI stakeholder

Support account owner (sales) in direct communications to customers, to manage expectations and commitments for resolution

Where applicable, facilitate customer communications of technical/product issue resolutions from the Product Group/Centralized Support Organization

Be aware of and monitor the Order-to-Delivery transition and Delivery-to-Service transition, so as to detect and proactively escalate shortcomings in each transition that may affect customer satisfaction

Serve as an escalation point for open customer cases to ensure field visibility and management of customer satisfaction

Define a customer inquiry (case) prioritization, assignment, and tracking methodology

Ensure customer inquiries are being addressed to meet expectations set with customers

Identify repeating and systemic issues and work with applicable internal stakeholders to develop processes and policies to systemically eradicate such issues

Qualifications:

Bachelors Degree preferred

3+ years of experience in a role displaying an understanding of the principles of service operations, customer support, issue resolution, customer-facing management and communications

Program Management experience a plus

Demonstrated ability to develop relationships and collaborate across organizational boundaries to resolve process issues.

Demonstrated ability to work effectively in a matrix environment

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Location:

In-region remote work position, with potential overnight in-region travel if necessitated by in-person customer meetings

Basic Requirements High School Diploma or equivalent

3+ years of service operations, customer service, and/or project management experience

Must be able to obtain background clearance as required by government customer

Travel Requirements 25-50%

Relocation Provided None

Position Type Experienced

Referral Payment Plan No Our U.S. Benefits include:

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

9 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 email [email protected].

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