Sr. Customer Support Manager

Motorola Solutions is a global leader in professional mobile communications, dedicated to enhancing safety through technology. The Sr. Customer Support Manager will focus on managing government contracts, ensuring customer satisfaction, and delivering service products to local government customers across the Northeast region.

Responsibilities:

• The Sr. Customer Support Manager (Sr. CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products
• Manage government contracts with responsibility for the successful delivery of service products for local government customers
• Manage the relations with external partners responsible for delivering service products to customers, is responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals, overseeing contract P&L performance including meeting service billing and cost performance goals
• Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams
• Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts
• There is a major emphasis on developing customer relationships that will position Motorola for Service growth throughout the designated customer base
• The Sr. CSM must be willing to travel throughout the designated region (Northeast) and meet with customers face to face on a regular and ongoing cadence
• Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance
• Work with customers to discuss concerns and drive corrective actions to closure
• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables
• Ensure that customers receive appropriate and timely reporting as required by the Services Contract
• Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes
• Manage product quality issues as needed
• Engage as needed in the case management process to ensure proper service delivery
• Assist partners, vendors, and customers as needed with payment and billing issues
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery
• Ensure all operational documentation remain up to date and relevant
• Manage third party vendors
• Manage contract change management
• Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests
• Gather and provide Booking Packages to SCSO for contract loading
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery
• The Sr. CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP)
• Create customer and service provider Statements of Work
• Execute contract documents and obtain customer purchase orders
• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage)
• Lead and manage the coordination of variation and other change request response and implementation of approved changes
• Oversee the change implementation into service delivery operations in coordination with Customer
• Work with customers on up-sell/cross-sell
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs
• Achieve stated on time contract renewal goal
• Achieve stated services growth goal for assigned contracts
• Able to communicate with customer IT personnel regarding WLAN and wired infrastructures

Requirements:

• 4+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• Must be able to obtain background clearance as required by government customer(s)
• The Sr. CSM must reside in the territory to fully support their customers
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract