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.

Reporting to the Director of Global Support and Services:

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.

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 experience as a technical lead

• Passionate about customers and new technology

• Experience working with enterprise software companies

• Experience in operational parameters and troubleshooting of the following: Linux, Windows, Access Control, Video Security

Preferred Qualifications

• Motorola Solutions specific technologies: ACC, ACM, Openpath, AVA

• Experience in Informational Technology operations

• Professional oral and written communication skills, presenting to an audience containing one or more decision maker(s) Experience in a 24x7 operational services or support environment

• Innovative thinking and bias for action balanced with a strong customer and quality focus

• Record of driving projects to improve support-related processes and the technical support experience

This position is a remote position and candidates can be located anywhere in the US.

#LI-TW1

#LI-REMOTE

• Bachelor's Degree

• 8 years of equivalent work experience

• 6 years of Technical Support or Customer Success experience

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Our U.S.Benefitsinclude:

• Incentive Bonus Plans
• Medical, Dental, Visionbenefits
• 401K with Company Match
• 9 Paid Holidays
• GenerousPaidTime Off Packages
• Employee Stock Purchase Plan
• PaidParental & 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 .