Federal Software Customer Service Manager - Remote

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

The Command Center Software Services (CCSS) Federal team provides end-to-end operational and strategic support for mission‑critical 911 and Computer Aided Dispatch (CAD) solutions. The Customer Service Manager (CSM) owns the technical and commercial health of the Federal territory, acting as a proactive driver for service excellence. This role focuses on optimizing system performance through remediation planning, managing the full contract lifecycle to prevent coverage lapses, and partnering with Sales to expand maintenance and support service offerings for our Federal customers.

Job Description

Responsibilities:

• Serve as the primary lead for resolving complex system and technical issues throughout the service contract lifecycle. Proactively identify delivery gaps and develop comprehensive remediation plans to ensure system stability and performance.
• Act as a self‑starting catalyst for progress by identifying and gathering internal technical expertise or engaging external service partners to execute specialized repairs, system optimizations, and mission‑critical resolutions.
• Partner with Sales Account Management to identify and close new managed service opportunities, creating proposals that expand the Motorola software service portfolio within customer accounts.
• Take proactive ownership of the service contract roadmap; track expiration dates and partner with Sales to develop execution plans that ensure seamless contract renewals and prevent lapses in service coverage.
• Take full accountability for account health, including P&L goals, cost/margin performance tracking, and the management of service billings and receivables to ensure all delivered value is accurately captured.
• Develop and maintain high‑level, multi‑layered relationships within Federal agencies, serving as the trusted point of contact to ensure peak customer satisfaction and long‑term service strategy.
• Coordinate across all internal stakeholders such as Sales, Engineering, Program Management, Contracting and Finance teams to ensure all technical and commercial actions remain in strict compliance with US Federal Government Markets Division policies.
• Manage professional communications and technical service delivery across various time zones to support a global Federal customer base, primarily within the US.

Preferred Skills

• Knowledge of Motorola 911 and CAD systems and products is preferred.
• Knowledge and experience utilizing Microsoft business software (e.g., Outlook, Word, Excel, and PowerPoint) is required.
• The Customer Service Manager (CSM) must travel up to 50% of the time due to business demands.

Required Skills

• High School diploma, Associate's or Bachelor's degree, and 5+ years of successful experience in lifecycle service Account Management, Systems Implementation/Integration, Public Safety Systems Sales, or Public Safety Systems Engineering is required.
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information.
• Must be a U.S. citizen with the ability to obtain a security clearance as required by our government customers.

Compensation

Target Base Salary Range: $100,000 - $110,000 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.

Travel Requirements

25-50%

Relocation

None

Position Type

Experienced

Referral Payment Plan

Yes

Benefits

• 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.