[Hiring] Associate Customer Support Manager @Motorola Solutions

Role Description

The primary responsibility of the Associate Customer Support Manager (ACSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts.

Key responsibilities include:

• 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-contractor's deliverables and adherence to agreed scope and outcomes.
• Manage product quality issues as needed (FSB’S).
• Engage in the case management process to ensure proper service delivery.
• Assist partners and vendors 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 as needed.
• Manage contract change management as needed.
• Assist with the management of the MR-assigned service contracts.
• Work with the Service Contract and Software 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 Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• 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.
• Lead and manage the coordination of variation and other change request responses and implementation of approved changes.
• Oversee the change implementation into service delivery operations in coordination with customers.
• 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 the stated on-time contract renewal goal.
• Achieve stated services growth goal for assigned contracts.

Qualifications

• Experience with Salesforce.
• Basic financial acumen.
• Computer skills (i.e. MS Office suite).
• Customer Satisfaction mindset.
• Understanding of Oracle / Services Lifecycle tool and Excel is preferred.
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred.
• Strong command of communication skills, both oral and written.
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Requirements

• Must be able to obtain background clearance as required by government customer(s).
• The ACSM MUST reside in one of the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming, and Utah. Preferences will be given to candidates located in the state of Arizona or Colorado.
• The ACSM role requires 25% travel around the state of Arizona and/or Colorado for training purposes.

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.
• and more!