Customer Support Manager - South Georgia

Motorola Solutions•Georgia, US Offsite, GA

3d•$80,000 - $100,000•Hybrid

About The Position

The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products. The CSM manages government contracts with responsibility for successful delivery of service products for local government customers in the state of Georgia. This role involves managing relations with external partners, overseeing contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals. The CSM is responsible for overseeing contract P&L performance, including meeting service billing and cost performance goals. They will market sophisticated/integrated service programs to multiple layers within customer organizations and work closely with sales teams. The role also includes developing service account plans and profiles, goals, and strategies within assigned accounts, with a strong emphasis on developing customer relationships for service growth. The CSM acts as a single point of contact for customer management, ensuring service delivery and Service Level Agreement (SLA) compliance, and driving corrective actions for customer concerns. They manage services scope as per contract, ensure customers understand their obligations, and provide timely reporting. The CSM also manages sub-contractors’ deliverables, product quality issues, and participates in case management for proper service delivery. They will assist partners, vendors, and customers with payment and billing issues, identify areas for improvement, and ensure operational documentation is up to date. Vendor management, contract change management, and working with Service Contract and Subscription Operations (SCSO) for contract loading and renewals are also key responsibilities. The CSM collaborates with the Motorola Solutions Program Manager (PM) for a smooth transition from project implementation to service delivery and ensures clear support/service expectations and processes for the customer. They identify customer operational requirements and propose additional services as needed. The role involves creating and updating Customer Support Plans (CSP), executing contract documents, managing service contract renewals for lower complexity agreements, and coordinating the implementation of approved changes. The CSM will also work with customers on up-sell/cross-sell opportunities and participate in forecasting revenue and margin.

Requirements

Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.
Legal authorization to work in the U.S. indefinitely is required.
Employer work permit sponsorship is not available for this position.
Must reside within a commutable distance to a major metro airport.
Willingness to travel up to 25% - 50% of the time based on customer needs.
Must possess a current, valid driver's license and maintain a clean driving record.
Bachelors degree OR 4+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Systems Implementation, Integration, 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.

Nice To Haves

If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

Responsibilities

Provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.
Manages government contracts with responsibility for successful delivery of service products for local government customers in the state of Georgia.
Manages relations with external partners responsible for delivering service products to customers.
Responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals.
Oversees contract P&L performance including meeting service billing and cost performance goals.
Markets sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.
Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
Develops customer relationships that will position Motorola Solutions for Service growth throughout the designated customer base.
Provides customers a single point of contact for customer management and ensures service delivery and Service Level Agreements (SLA) compliance.
Works with customers to discuss concerns and drive corrective actions to closure.
Manages and maintains services scope as per services contract and ensures customers understand their obligations in regard to service deliverables.
Ensures that customers receive appropriate and timely reporting as required by the Services Contract.
Manages sub-contractors’ deliverables and adherence to agreed scope and outcomes.
Manages product quality issues as needed (FSB’S / MTN’s).
Engages as needed in the case management process to ensure proper service delivery.
Assists partners, vendors, and customers as needed with payment and billing issues.
Identifies and implements areas for improvement to ensure improved service quality and best practice delivery.
Ensures all operational documentation remain up to date and relevant.
Manages third party vendors.
Manages contract change management.
Works with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.
Gathers and provides Booking Packages to SCSO for contract loading.
Works closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Ensures that there are clearly documented support/service expectations and processes for the customer.
Seeks 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.
Works with customer and field teams to create and/or update existing Customer Support Plans (CSP).
Creates customer and service provider Statements of Work.
Executes contract documents and obtains customer purchase orders.
Manages 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).
Leads and manages the coordination of variation and other change request response and implementation of approved changes.
Oversees the change implementation into service delivery operations in coordination with Customer.
Works with customers on up-sell / cross-sell.
Participates in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
Achieves stated on time contract renewal goal.
Achieves stated services growth goal for assigned contracts.