Customer Support Manager - North Carolina

Motorola Solutions

21h•Onsite

About The Position

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Motorola Solutions is dedicated to empowering individuals when it counts the most, providing innovative tools like technology that allows firefighters and police officers to see beyond physical obstacles. We invite you to discover our cutting-edge work, which is consistently meaningful and impactful. As a global leader in professional mobile communications, Motorola Solutions leverages a rich heritage of innovation and an extensive international presence. Our primary focus is delivering mission-critical digital mobile communication systems tailored for government and public safety agencies. The Customer Support Manager (CSM) is responsible for ensuring intense customer focus and satisfaction throughout the lifecycle of Motorola’s service products. This role manages government contracts, cultivates strong customer relationships, and drives service growth within a designated customer base, primarily focusing on State of North Carolina accounts.

Requirements

The CSM must be willing to travel throughout the designated region and meet with and fully support customers face to face on a regular and ongoing cadence. This includes Central and Eastern North Carolina.
Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract.
Legal authorization to work in the U.S. indefinitely is required.
3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.

Responsibilities

Act as the primary point of contact for customer management, ensuring consistent service delivery and Service Level Agreement (SLA) compliance.
Proactively develop and maintain strong customer relationships to position Motorola Solutions for service growth.
Routinely travel throughout the designated region (State of North Carolina) to meet with customers face-to-face.
Work with customers to understand their operational requirements, address concerns, and drive corrective actions to resolution.
Ensure that customers have clearly documented support/service expectations and processes, identifying opportunities for additional service offerings based on their needs.
Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations, collaborating closely with direct and indirect sales teams.
Manage government contracts, ensuring successful delivery of service products for state and local government customers.
Manage and maintain service scope as per service contracts, ensuring customers understand their obligations regarding service deliverables.
Manage sub-contractors’ deliverables and adherence to agreed-upon scope and outcomes.
Ensure timely and appropriate reporting to customers as required by service contracts.
Oversee the change implementation into service delivery operations in coordination with customers.
Engage as needed in the case management process to ensure proper service delivery.
Manage product quality issues as needed (MTNs).
Manage third-party vendors.
Manage relationships with external partners responsible for delivering service products, including contract renewals and proposal development.
Oversee contract P&L performance, ensuring that service billing and cost performance goals are met.
Manage contract change management processes.
Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.
Gather and provide Booking Packages to SCSO for contract loading.
Assist partners, vendors, and customers with payment and billing issues.
Manage the service contract renewal process for all assigned service agreements, including customer inventory, SOW, CSP, and vendor pricing updates.
Execute contract documents and obtain customer purchase orders.
Develop service account plans and profiles, outlining goals and strategies within assigned accounts.
Work with customer and field teams to create and/or update existing Customer Support Plans (CSP).
Create customer and service provider Statements of Work (SOW).
Lead and manage the coordination of variation and other change request responses and implementation of approved changes.
Work with customers on up-sell/cross-sell opportunities.
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 goals for assigned contracts.
Work closely with the Motorola Project Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Identify and implement areas for improvement to ensure improved service quality and best-practice delivery.
Ensure all operational documentation remains up to date and relevant.