Professional Services Manager

3 months ago

Toronto, Canada Motorola Solutions Full time

**Company Overview**:
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.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous sommes guidés par un objectif commun: aider les gens à donner le meilleur d’eux-mêmes dans les moments les plus importants - et nous sommes à la hauteur de notre engagement en créant des solutions sécurisées. Parce que les gens ne peuvent donner le meilleur d’eux-mêmes que lorsqu’ils se sentent en sécurité et qu’ils le sont. Nous créons des solutions sécurisées en développant les meilleures technologies intégrées à travers les écosystèmes de sûreté et de sécurité. Qu’il s’agisse d’appareils et de réseaux de communications essentiels, d’une sécurité vidéo et d’un contrôle d’accès basés sur l’IA ou d’une capacité d’unir la voix, vidéo et les données dans un seul centre de commandement. Nous créons des solutions sécurisées en connectant les agences de sécurité publique et les entreprises, permettant ainsi une collaboration essentielle entre les personnes qui ont besoin d’aide et les personnes pouvant aider. Le travail que nous accomplissons ici est primordial.

**Department Overview**: This position is part of the Customer Support organization. This team deals directly with our partners and customers and helps them with resolving their technical issues related to Motorola Solutions Inc (MSI) products. It is a rapidly growing team with tons of career opportunities. The team values transparency, open communication, collaboration and customer first mentality.
**Reporting to the Technical Support leader, the Professional Services Manager is responsible for building and managing a high performing and profitable Professional Services (ProServ) team. The leader will be responsible for resource management, revenue management and forecasting, to ensure sustainable growth and scale the team to support Motorola Solutions business objectives. This role is also responsible for translating strategic initiatives into a professional services product book which will drive a consistent, repeatable, and quality experience for our customers. Managing customer, executive and key stakeholder relationships will be crucial for success.

**About the Position**

**What will you get to do**
- Join sales meetings, evangelize ProServ and answer questions about processes and services offered by the team.
- Manages resources including, but not limited to, staffing projects, determining skill gaps of team, and ensuring accurate time capture.
- Maintain team calendar/schedule services.
- Develop talent through project reviews, performance reviews, skills and career development plans.
- Manage revenue and margin targets for the ProServ business.
- Assist with forecasting of ProServ revenue.
- Ensure the team is compliant with systems, tools and methodology use.
- Work with the Service and Finance team to ensure accurate invoicing, revenue recognition, and collection and as part of this manage Product SKUs and global pricing.
- Work cross-functionally to manage and progress the pipeline of opportunities and use that knowledge to inform staffing and other investment decisions.
- Provide Statements of Work and ProServ estimates that accurately represent work effort to implement solutions that meet customer requirements.
- Collaborate with MSI partners and System Integrators to discuss specific services required by the customers in order to build long term strategic partnerships.
- Assist Sales with drafting quotes and based on purchase orders, create work orders. Update work order throughout the life-cycle of service.
- Act as a conduit between partners and internal stakeholders to discuss purchased service and create statements of work.
- Be the point of contact for any issues while rendering of the agreed upon services.
- Review and send field reports to partners after completion of services.
- Use performance data, set budget data, and company data to forecast a year out and be able to plan initiatives, hiring plans, and resources. Is able to articulate the vision and tie it to key company or department initiatives.

**Essential Skills**
- Ability to roll out various projects by following Change Management best practices.
- Support de

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