Customer Support & Account Services Manager

Motorola Solutions•Fort Worth, TX

About The Position

The Customer Support & Account Services Manager will be responsible for the planning and oversight of enterprise-level support and service activities for fixed hardware sales, related services and installations. ensuring exceptional service and operational performance within the parameters of program and delivery standards. In addition the candidate will establish and maintain client relationships and understanding of client’s business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Oversees internal process flows and KPI’s for fixed hardware sales, spanning from pre-sales activities to installation of hardware. Collaborates with current and future reresellers, internal sales and support groups to demonstrate the value of bundled solutions to clients and identify opportunities to increase operational efficiency. These groups include but are not limited to Accounting, BI, Client Services, Field Services, Inventory Management, Order Management, Salesforce Dev and Strategic Accounts.

Requirements

PC proficiency
Superb interpersonal, communication, and collaboration skills
Excellent organizational and time management skills.
Great problem-solving and analytical abilities.
Understanding of sales performance metrics
Strong negotiation skills with a problem-solving attitude
Must meet MSI employment requirements.
High School Diploma or Equivalent
University Degree or equivalent experience and minimum 5 years of prior relevant experience
This position requires up to 10% travel.

Responsibilities

Work with Sales to identify, verify and quantify pipeline for all fixed hardware opportunities for CV forecasting, order management and field service installation SLA’s
Oversee end to end internal processes to ensure internal departments are held accountable for each step of the process and ensure accuracy of documentation for KPI’s and forward facing process process improvement.
Manage and expand national installer relationships and service providers including but not limited to outsourced Installation providers and electricians.
Work closely with Project Fulfillment Manager to ensure all processes are documented and maintained.
Work with Sales and Fixed Hardware SAM and accounting to ensure accurate billing
Work with Director of Field Sales to expand knowledge of general operations including operational Salesforce implementation, BI Reporting and KPIs for various verticals, commission calculations and billing audits.
Communicate escalations and action items to management and internal stakeholders
Ensure all team deliverables arrive in good order, on time, and fulfill clients’ requirements
If necessary, assist in the roll out of Bundled Solutions