Client Services Manager

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department OverviewSCM is a Skip Tracing, Forwarding, and Impound division of and is a Motorola Solutions Company. We are a full-service recovery operation, connecting lenders and repossession agents to facilitate quicker and more compliant recoveries. Our technology is nothing without the people behind it. We are seeking an experienced Client Success Manager who can provide operations support for our clientele.
Job Description

This position will provide tailored technical customer operations support. Develops strategies for implementing operational efficiencies by reviewing work flows, procedures, and performance. Executes customer operations policies and procedures. Builds and maintains positive, effective, and mutually beneficial-working alliances with customers. Initiates problem solving action and follows through to resolution. Performs root-case analysis of problems to formulate and recommend improved alternative operations.  Leads process improvement initiatives.

• Responsible for client onboarding and go live calls in concert with respective departments. 
• Monitor MVTRAC LPR Hotlist for trends. 
• Monitor top 20 clients volume of assignments and associated performance. 
• Direct POC for client communications via email (Ops/Manager distros) and Client Phone Line. 
• Monitor managers@mvtrac distro 
• Management of monthly/quarterly and annual client performance calls. 
• Review of client margin/fee structure for reporting to COO. 
• Review/reconcile Commission Guide/associated RMP points. 
• Provide notice to all teams. 
• Adjust/update fees in RMP as needed for contract changes. 
• Provide notice to all teams. 
• Update lender requirements sheet for VM as needed for process/contract changes.
• Provide notice to all teams. 

Preferred Qualifications:

• Minimum of 2 years Customer Service and Account Management experience, or equivalent.

• Experience handling escalated client complaints or requests

• Forwarding experience is a plus.

• Skip tracing experience is a plus.

• High School Diploma, or equivalent.

• Strong phone skills with ability to give clear and concise direction

• Strong multi-tasking and organization skills.

• Experience with collateral repossession.

• Collections, asset recovery, credit experience would be beneficial.

• High level of experience using G-Suite, MS Office and related applications.

This position is a remote position and candidates can be located anywhere in the US.

Target Base Salary Range: $70,000 - $80,000 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.

#LI-NJ1

#LI-REMOTE

Basic Requirements

• Minimum of 2 years Customer Service and Account Management experience, or equivalent.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

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Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes

Our U.S. Benefits include:

• 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. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.