Associate Customer Support Manager - Arizona or Colorado

Motorola Solutions•Colorado Springs, CO

1d•$60,000 - $70,000•Remote

About The Position

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 ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals and 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 ACSM will become involved and find a solution. The ACSM is responsible for the overall success of and the relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions within the T7 Territory which includes the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming and Utah. Preferences will be given to candidates located in the state of Arizona and Colorado.

Requirements

Must be able to obtain background clearance as required by government customer(s)
The ACSM MUST reside in one of the following states: Arizona, Colorado, New Mexico, Nevada, Wyoming, and Utah.
Bachelor's degree OR 2+ years of experience in one of the following: customer service, customer support, sales support, account management, Motorola services, IT, project management, military experience, or public safety experience.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

Experience with Salesforce
Basic financial acumen
Computer skills (i.e. MS Office suite)
Customer Satisfaction mindset
Understanding of Oracle / Services Lifecycle tool and Excel is preferred
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred
Strong command of communication skills, both oral and written
Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

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-contractor's deliverables and adherence to agreed scope and outcomes.
Manage product quality issues as needed (FSB’S)
Engage 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 documentation remain up-to-date and relevant.
Manage third-party vendors as needed.
Manage contract change management as needed.
Assist with the management of the MR-assigned service contracts.
Work with the Service Contract and Software 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.
Ensure that there are clearly documented support/service expectations and processes for the customer.
Seek to understand customer expectations and needs to ensure that their operational requirements are identified, and 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 responses and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with customers.
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 the stated on-time contract renewal goal
Achieve stated services growth goal for assigned contracts