Technical Account Manager

Motorola Solutions - Philadelphia, PA

Full-time - Mid Level

Philadelphia, PA

Computer and Electronic Product Manufacturing

About the position

The Technical Account Manager (TAM) position at Motorola Solutions is a pivotal role responsible for ensuring the overall health and success of accounts within the public safety sector. This position is situated within the Global Services team, specifically in the Video and Software Services Organization. The TAM is tasked with fostering strong relationships with public safety agencies, promoting the full adoption of Motorola's products and services, and ensuring that customers derive maximum value from their investments. The role emphasizes the importance of customer satisfaction and operational success, which are critical in the mission of connecting public safety agencies and enterprises to enhance community safety. In this role, the Technical Account Manager will partner with customers across various product lines, with a particular focus on Computer-Aided Dispatch (CAD) products and the CommandCenter Software Solution. The primary responsibilities include identifying and removing obstacles that hinder service delivery, driving issue resolution, and proactively delivering technical best practices to enhance the customer experience. The TAM will also be responsible for managing service agreements, deploying field resources, and ensuring that best practices are adhered to within the customer's environment. The Video and Software Services organization is dedicated to the long-term success of its customers. By leveraging enhanced customer relationships, onsite technical expertise, and ongoing professional services, the TAM will drive operational acceptance and satisfaction across the broader product ecosystem. This role requires effective coordination and support between account teams and technical resources, ensuring that the customer receives consistent service levels and that escalations are managed effectively. The TAM will also be involved in reporting on technical performance and providing reviews of service requests within the customer's environment, thereby acting as a trusted technical advisor to the customer.

Responsibilities

• Accountable for the execution of service agreements and deployment of field resources.
• Drive issue resolution and ensure service delivery.
• Proactively deliver technical best practices to customers.
• Manage customer escalations and ensure consistent service levels.
• Coordinate the processing and implementation of technical changes, including cloud releases and customer requests.
• Maintain awareness of complex service matters and technical solutions implementations.
• Report on technical performance and review service requests within the customer's environment.
• Explain technical problems and solutions to team and client members.
• Ensure effective coordination between account teams and supporting technical resources.
• Build value-added relationships to become a trusted technical advisor.

Requirements

• Strong understanding of Motorola Software and Video products.
• Ability to obtain background clearance as required by government customers.
• Legal authorization to work in the U.S. indefinitely.

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