Senior Customer Support Manager
Motorola Solutions
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois, Missouri, Ohio • 🇺🇸 United States
Visit company websiteSalary
💰 $90,000 - $115,000 per year
Job Level
Senior
About the role
- Serve as the main contact for customer management, guaranteeing consistent service delivery and adherence to Service Level Agreements (SLAs).
- Proactively build and maintain strong customer relationships to position Motorola Solutions for service growth.
- Regularly travel throughout Michigan and Ohio to meet with customers in person.
- Collaborate with customers to understand their operational needs, address concerns, and drive resolutions through corrective actions.
- Ensure clear, documented support and service expectations, identifying opportunities for additional service offerings based on customer needs.
- Market sophisticated and integrated service programs to various levels within customer organizations.
- Manage public safety and government contracts, ensuring successful delivery of service products to state and local government customers.
- Manage and maintain service scope as per contracts, ensuring customers understand their obligations regarding deliverables.
- Manage sub-contractors' deliverables and their adherence to agreed-upon scope and outcomes.
- Ensure timely and appropriate reporting to customers as required by service contracts.
- Oversee the implementation of changes into service delivery operations in coordination with customers.
- Engage in the case management process as needed to ensure proper service delivery and manage product quality issues.
- Manage third-party vendors and external partners responsible for delivering service products, including contract renewals and proposal development.
- Oversee contract P&L performance, ensuring service billing and cost performance goals are met.
- Manage contract change management processes.
- Work with Service Contract and Subscription Operations for contract loading, renewals, and service contract change order requests.
- Gather and provide Booking Packages to SCSO for contract loading.
- Assist partners, vendors, and customers with payment and billing issues.
- Manage the service contract renewal process for all assigned service agreements, including customer inventory, SOW, CSP, and vendor pricing updates.
- Execute contract documents and obtain customer purchase orders.
- Develop service account plans and profiles, outlining goals and strategies within assigned accounts.
- Collaborate with customer and field teams to create and/or update existing Customer Support Plans (CSP).
- Create customer and service provider Statements of Work (SOW).
- Lead and manage the coordination of variation and other change request responses and the implementation of approved changes.
- Work with customers on up-sell/cross-sell opportunities.
- Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
- Achieve stated on-time contract renewal and service growth goals for assigned contracts.
- Work closely with the Motorola Project Manager to ensure a smooth transition from project implementation to warranty support and service delivery.
- Identify and implement areas for improvement to ensure enhanced service quality and best-practice delivery.
- Ensure all operational documentation remains up-to-date and relevant.
Requirements
- 4+ years of experience in Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales
- 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.
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!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Lifecycle Service Account ManagementSalesCustomer ServiceSystems ImplementationIntegrationLMR SalesLMR EngineeringProject ManagementPublic SafetyTechnical Services Sales
Soft skills
customer relationship managementcommunicationproblem-solvingcollaborationorganizational skillsleadershipnegotiationtime managementadaptabilityattention to detail