Customer Support Manger (Silent Sentinel)

Motorola Solutions•Indianapolis, IN

4d•$90,000 - $100,000•Remote

About The Position

The primary responsibility of the Customer Support Manager (CSM) is to manage the Silent Sentinel Fixed Video Service business effectively and efficiently. This business is a combination of pre-sale support, forecasting, proposing new services, contract renewals, customer support, and building relationships with customers and the video subcontractors. The CSM will ensure customer satisfaction by helping provide solutions for any service or process that do not produce the correct result. In addition, the CSM will have various contracts management responsibilities to help assist the broader video team in NA. The CSM is responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola.

Requirements

High School diploma, Bachelor's Degree OR 3+ years of experience in one of the following: Customer Service, Customer Support, Sales, Account Management, or Public Safety.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.

Nice To Haves

3+ years of experience working in Customer Service or Customer Support preferred.
Basic financial skills
Strong computer skills (I.e. MS Office suite)
LMR Sales, LMR Engineering, and Lifecycle skills preferred.
Understanding of Motorola Solutions products and services
Understanding of Oracle / Services Lifecycle tool and Excel.
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.

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 closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
As a part of this process, the CSM 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 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 goal for assigned contracts