Customer Support Manager

Motorola Solutions•Chicago, IL

22h•Onsite

About The Position

At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best! Motorola Solutions is a world leader in the field of professional/commercial mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Commercial Customers, and Partners. We are looking for a candidate who can jump into a business problem or challenge, figure out what information is needed, work cross functionally to analyze the problem and develop & present a recommendation - the benefits of consulting. This role requires active collaboration across the company and knowledge of our services portfolio. Candidates need to be well-rounded, flexible and driven. The Channel Customer Support Manager will focus on improving business performance, including the analysis of operational data and financials, go-to-market for new offerings, and training. The position will work hand-in-hand with functions, including offer management, centralized operations, finance and billing teams, Channel Partners and frequently present recommendations to executive level management. The role will also include working with Motorola’s Sales team (and other internal teams) to grow/enhance the assigned portfolio (new services), building customer relationships and instilling customer confidence in Motorola as a service provider, as well as contributing to Motorola’s monthly and quarterly status reports and revenue tracking.

Requirements

Bachelors Degree (analytical degree such as finance or business preferred)
4+ years of sales/customer service/engagement/project management experience
Experience with revenue/cost analysis, market sizing & analysis, operational strategy formulation, business case development, or financial modeling
Knowledge of Motorola Solutions’ service portfolio
Excellent interpersonal, verbal and written communication skills
Experience working in a highly analytical setting requiring quantitative analytics
Experience creating executive management presentations
Ability to think broadly and critically about a quantitative analytical problem by applying business, industry and company acumen to prove or disprove a hypothesis
Enjoy digging into data that is not clean & requires validation, making directional recommendations with incomplete information
Enjoy a fast-paced, collaborative, positive, people-oriented; effective multi-tasking capability
Bachelor's Degree OR 3+ years of experience in one of the following: Field Engineering, customer service, customer support, sales support, account management.

Responsibilities

Management of issue resolution by creating an ownership point and driving accountability across multiple disciplines both internally and externally to MSI.
Management of Channel Partner Service Agreements across multiple end users.
Translating high-level business problems into more specific questions with data-driven analysis and recommendations; the data often needs detailed validation with stakeholders to ensure directional accuracy
Development of business models based on key drivers to improve regional sales and operational execution. This includes training & communicating new service solutions.
Business case creation and analysis on new services opportunities including market sizing, investment requirements, pricing, and financial returns
Assist in preparation & analysis required for internal/external management meetings including customer, partner, staff and executive briefings