Deskside Support Specialist – Information Technology Services
WVU Online
AzureJamf
Sr. Customer Support Manager
Motorola Solutions
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $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.
