Associate Customer Support Manager - Mid Atlantic Region

Motorola Solutions•Salisbury, MD

2d•$65,000 - $76,000

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future. Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers. 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 to ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals, while building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the CSM will become involved and find a solution. The Associate CSM (aCSM) is responsible for the overall success and relationship between the customer’s operation, Motorola Solutions subcontractors, and Motorola Solutions. 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-contractors deliverables and adherence to agreed scope and outcomes. Manage product quality issues as needed. Engage as needed 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 documentations remain up to date and relevant. Manage third party vendors as needed. Manage contract change management as needed. Work with Service Contracts and Subscription 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. As a part of this process, the aCSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed. 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, including but not limited to; customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage). Lead and manage the coordination of variation and other change request response and implementation of approved changes. Oversee the change implementation into service delivery operations in coordination with the customer. 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 stated on time contract renewal goal. Achieve stated services growth goals for assigned contracts. Highly organized, strong attention to detail, capable of significant multi-tasking and follows all tasks through to completion. The ability to communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation. The ability to understand and communicate at a working level Motorola Solutions sold services based on proposal and contract/award documents. Collaborate and maintain professional relationships with key work partners across the corporation and third party vendors for achieving timely business objectives. Think strategically and work through day to day challenges that arise with both internal support organizations, Motorola service providers, and customers. Proficient in MS Office Applications, Excel, Google Apps, and a willingness to learn and utilize new tools within the organization.

Requirements

The aCSM must reside in the Mid Atlantic region to fully support their customers.
Must be a U.S. citizen with 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.
2+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, Dispatch, 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.
Must be able to obtain background clearance as required by government customer(s)
Travel Requirements 10-25%

Responsibilities

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-contractors deliverables and adherence to agreed scope and outcomes.
Manage product quality issues as needed.
Engage as needed 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 documentations remain up to date and relevant.
Manage third party vendors as needed.
Manage contract change management as needed.
Work with Service Contracts and Subscription 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, including but not limited to; customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates/changes, Installation Agreements (write-up, obtain PO, and manage).
Lead and manage the coordination of variation and other change request response and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with the customer.
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 stated on time contract renewal goal.
Achieve stated services growth goals for assigned contracts.
Highly organized, strong attention to detail, capable of significant multi-tasking and follows all tasks through to completion.
The ability to communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation.
The ability to understand and communicate at a working level Motorola Solutions sold services based on proposal and contract/award documents.
Collaborate and maintain professional relationships with key work partners across the corporation and third party vendors for achieving timely business objectives.
Think strategically and work through day to day challenges that arise with both internal support organizations, Motorola service providers, and customers.
Proficient in MS Office Applications, Excel, Google Apps, and a willingness to learn and utilize new tools within the organization.