Video Systems Manager - US Remote

About the Role

The Video System Manager is part of Global Services within the North America Mobile Video Managed & Support Services organization. This role manages day-to-day customer contracts and relationships for Motorola video solutions, ensuring contractual obligations are met and resources are deployed to resolve complex issues. The role focuses on delivering high-quality, end-to-end video solutions and building long-term customer success. What You'll Do

• Collaborate with Sales, Product, Engineering, Deployment, Customer Success, Customer Service Managers, Onsite Servicers, and CMSO Support teams throughout the customer engagement.

• Oversee Servicer Statement of Works (SSOW) with Onsite Servicers and ensure service delivery and SLA compliance.

• Serve as the primary point of contact for lifecycle management of video and related Motorola ecosystem technologies.

• Establish recurring governance meetings for mid-term and long-term planning.

• Be accountable for execution of service agreements, deployment of field resources, reduction in time to resolution, case management, and escalation processes.

• Manage and maintain services scope per contracts and ensure Customers understand their obligations.

• Build value-added relationships within the account domain to become the trusted service delivery advisor.

• Ensure best practices are adhered to within the customer's environment.

• Deliver consistent service levels by exceeding expectations and driving corrective actions to closure.

• Manage technical changes, including new releases, customer requests, field change orders, reconfigurations, and engage on upgrade plans.

• Maintain awareness of complex service matters, including technical solutions, product quality issues, and related activities.

• Report on technical performance and provide reviews of service requests open within a customer's environment.

• Ensure effective coordination between account teams and supporting technical resources, ensuring scope alignment and deliverables.

• Be familiar with video solution deployment methodologies and quality processes.

• Deliver end-to-end solutions with quality and identify up-sell or cross-sell opportunities.

• Keep operational documents up to date (e.g., CSPs, SOWs).

• Undertake problem management by addressing root causes to minimize operational impact.

• Support contract renewal processes with the Customer Support Manager, including inventory updates, SOW updates, CSP updates, and pricing changes.

• Collaborate with the Motorola Program Manager to transition from project implementation to warranty support and service delivery.

• Stay current with evolving data security requirements. What We're Looking For

• 5+ years of lifecycle sustainment account management or 5+ years in customer support/account management to include Mobile Video, Vehicle Intelligence, or other video solutions.

• Understanding of Motorola Solutions products and services.

• Understanding of Servicer Statement of Work (SOW) for contract management.

• Strong working knowledge of CMSO and Network Operations Center offerings and procedures; strong communication skills.

• Familiarity with forecasting and cost/revenue/margin business acumen.

• Ability to achieve contract renewal and services growth goals. Nice to Have

• 5+ years of experience in lifecycle sustainment account management or customer support/account management including Mobile Video, Vehicle Intelligence, or other video solutions.

• Understanding of Motorola Solutions products and services.

• Understanding of Servicer Statement of Work for contract management.

• Strong knowledge of CMSO and Network Operations Center offerings and procedures; excellent oral and written communication.

• Forecasting and cost/revenue/margin business acumen.

• Ability to achieve contract renewal and services growth goals. Compensation & Benefits

• Target Base Salary Range: $90,000 - $100,000 USD per year.

• Remote US role with opportunities for collaboration across global teams.