Customer Support Manager Team Lead

Motorola Solutions•Washington, DC

About The Position

The Customer Support Manager Team Lead is responsible for the execution of all aspects of the Managed & Support (M&S) Services business for the Enterprise Markets located throughout North America. Through the management of the Managed & Support (M&S) Services business, the CSM Team Lead is accountable for the sustainment and management of all mission critical customer communications system contracts. Success is measured in terms of customer satisfaction, revenue growth, and gross margin performance. The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Managed & Support (M&S) Services business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The CSM Team Lead is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions. The M&S Services 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 and services. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the CSM &/or CSM Team Lead will become involved and find a solution.

Requirements

Bachelor's degree and 3+ years experience OR 6+ years of experience in one of the following: people management, customer service, customer support, sales support, account management, or public safety experience
Basic financial acumen
Strong communication skills, both oral and written
Strong computer skills (I.e. MS Office or G-suite)
Strong relationship management skills
Knowledge of the Central Managed Services Organization’s (CMSO) offerings and procedures
Knowledge of Motorola Solutions products and services
Customer Satisfaction mindset
Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
Must reside within a commutable distance to a major metro airport.
Willingness to travel up to 25%+ of the time based on customer needs.
Must possess a current, valid driver's license and maintain a clean driving record.
Must be able to obtain and maintain background clearance as required by customer(s).

Responsibilities

Lead the Managed & Support services organization consisting of Customer Support Managers, which includes but not limited to accountability for hiring, onboarding, coaching, performance management, and rewards planning activities.
Oversees all day to day operations including assigning plan each year, revenue forecasting, cost management/containment, customer satisfaction, M&S services activities, in collaboration with the Sales team throughout the customer engagement.
Managed & Support (M&S) Services responsibilities include the executions of service agreements, installation agreements, above-contract maintenance work, repair depot agreements, and system upgrades.
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 - i.e. Motorola Technical Notices (MTN)
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.
Manage and assist with customer escalations
Ensure all operational documentations remain up to date and relevant.
Manage third party vendors as needed
Manage contract change management as needed.
Assist Senior CSM’s with management of the MR assigned service contracts
Work with Service Contracts and Subscription Orders (SCSO) team 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 Project Managers (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 Works
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, Quote and sell above contract services via Installation Agreements (quote, obtain PO, process, and manage)
Lead and manage the team’s coordination of any move, add, change, or delete within a customer’s contract via a Change Request
Oversee the change implementation into service delivery operations in coordination with customer.
Work with customers on up-sell/cross-sell opportunities
Participate in the accurate forecasting of revenue recognition and margin related to Maintenance Agreements, Warranty Wraps, Work Tickets, and Install Agreements.
Achieve On Time Renewal Rates (OTRR) for maintenance contracts
Achieve stated services growth goal for the assigned plan each year