[Hiring] Customer Support Manager @Motorola Solutions

Role Description

The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for assigned customer contracts, ensuring maximum customer satisfaction among Motorola Solutions Public Safety customers in the state of Arizona. The LCS business encompasses revenue forecasting, proposing new services, managing contract renewals, and building strong relationships with both customers and subcontractors.

Ensuring customer satisfaction requires seamless delivery and execution of all service contracts. If a service does not meet contracted specifications or a process falls short of expected results, the CSM proactively intervenes to drive a resolution. Ultimately, the CSM is responsible for the overall success of the operational relationship between Customer Operations, Motorola Subcontractors, and Motorola Solutions.

Customer Relationship Management

• Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance.
• Address customer concerns promptly and drive corrective action plans to resolution.
• Manage and maintain contract scopes of service, ensuring customers clearly understand their commitments and obligations.
• Provide customers with timely, accurate reporting as required by service agreements.
• Facilitate smooth transitions from project implementation to warranty support and service delivery in close collaboration with the Motorola Solutions Project Manager.
• Collaborate with customers and field teams to develop and maintain Customer Support Plans (CSPs).
• Partner with customers to identify and capitalize on up-sell and cross-sell opportunities.

Contract & Service Management

• Oversee deliverables, scope adherence, and service outcomes for subcontractors and third-party vendors.
• Manage product quality issues (Field Service Bulletins / FSBs) as needed.
• Engage actively in the case management process to guarantee proper service delivery.
• Assist partners and vendors in resolving payment and billing inquiries.
• Manage the service contract renewal process for assigned lower-complexity agreements.
• Handle Installation Agreements, including drafting documentation, acquiring Purchase Orders (POs), and ongoing PO management.
• Lead and coordinate responses to variations and change requests, ensuring approved changes are successfully implemented.
• Oversee the integration of operational changes into service delivery, in alignment with the customer.
• Manage overall contract change management activities as needed.
• Assist team members with managing assigned service contracts during peak workloads or as required.
• Partner with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests.
• Gather and submit complete Booking Packages to SCSO for prompt contract loading.

Operational Excellence & Growth

• Identify and implement process improvements to enhance overall service quality and drive best-practice delivery.
• Ensure all operational and account documentation remains accurate, current, and relevant.
• Participate in forecasting revenue and margins for Maintenance Agreements, Work Tickets, and Installations.
• Achieve target goals for on-time contract renewals and service revenue growth across assigned accounts.

Qualifications

• Basic understanding of cybersecurity principles.
• Hands-on experience with Salesforce.
• Strong written and verbal communication skills.
• Proficiency in Google Suite and Microsoft Office Suite.
• Basic financial acumen and business literacy.
• A strong customer-focused, service-oriented mindset.
• Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure.

Requirements

• The CSM must be willing to travel throughout the designated region and meet with and fully support customers face to face on a regular and ongoing cadence.
• The role does require minimal internal traveling (10% - 25%).
• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
• 3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.

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!