Motorola Solutions

Sr. Customer Support Manager

Motorola Solutions

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $80,000 - $100,000 per year

Job Level

Senior

About the role

  • Sr. CSM handles government contracts, maintains customer relationships, and drives service growth within Michigan accounts.
  • Act as the primary point of contact for customer management, ensuring SLA compliance.
  • Routinely travel within the designated region (State of Michigan) to meet with customers face-to-face.
  • Work with customers to understand their operational requirements, address concerns, and drive corrective actions to resolution.
  • Ensure documented support/service expectations and processes; identify opportunities for additional service offerings.
  • Market sophisticated/integrated service programs to multiple layers within customer organizations, collaborating with sales teams.
  • Manage public safety and government contracts, ensuring successful delivery of service products.
  • Manage and maintain service scope per contracts; ensure customers’ obligations regarding service deliverables.
  • Manage subcontractors’ deliverables and vendor relationships.
  • Ensure reporting to customers as required by contracts.
  • Oversee change implementations into service delivery with customers.
  • Lead and manage contract renewals, pricing updates, and SOW/CSP development.
  • Forecast revenue and margin for Maintenance Agreements, Work Tickets, and Installs.
  • Achieve on-time renewal and growth goals.
  • Collaborate with Motorola PM for seamless transition to warranty support.

Requirements

  • 2+ years of experience in one of the following: 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.
  • Legal authorization to work in the U.S. indefinitely is required.
  • Employer work permit sponsorship is not available for this position.
  • Travel Requirements 25-50%
  • Prefer residing near Michigan; accepting candidates from Ohio, Indiana, or Illinois as well.