Software Customer Service Manager

Job title: Software Customer Service Manager

About the Role The Software Customer Service Manager is part of the Deployment, Managed & Support Services organization. They manage day-to-day customer services contracts and relationships for CommandCenter Software, ensuring contractual obligations are met, leveraging deep software and video solution expertise, and coordinating resources to resolve complex issues. The role focuses on long-term customer success through proactive engagement, onsite technical support, and ongoing professional services.

What You'll Do

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Land Mobile Radio Customer Service Managers, and CMSO Support teams throughout the customer engagement.
• Execute service agreements, deploy field resources, reduce time to resolution, and manage escalations.
• Apply judgment to select methods for obtaining solutions and ensure best practices within the customer's environment.
• Deliver consistent service levels by exceeding expectations and managing escalations.
• Coordinate changes including cloud releases, customer requests, field change orders, and reconfigurations; participate in upgrade and execution plans.
• Maintain awareness of complex service matters and provide reviews of service requests in the customer's environment.
• Explain technical problems and solutions to team and client members.
• Ensure effective coordination between account teams and technical resources; build trusted advisor relationships with customers.
• Demonstrate proficiency in Agile project management and familiarity with software deployment methodologies and quality processes.
• Support end-to-end solutions with high quality; contribute to customer satisfaction and product adoption.

What We're Looking For

• 5+ years in CommandCenter Software and/or Mobile Video Deployment, Engineering, Sales/Presales, CMSO or Managed & Support Services (experience in these areas is a plus).
• Must reside in Canada to be considered; ability to obtain government background clearance.
• Travel 25-50% required.
• Strong collaboration across cross-functional teams and ability to coordinate resources.
• Excellent communication and customer relationship management skills.
• Proficiency in Agile project management and knowledge of software deployment methodologies.

Nice to Have

• English proficiency is preferred.
• Strong understanding of Motorola Software and Video products, API technologies, Software Architecture and Design, System Integration, and Cloud Deployment.

Compensation & Benefits

• Target Base Salary Range: CAD 100,000 - 135,000 per year.
• Travel requirements: 25-50% as part of the role.
• Additional benefits and perks are not specified.