Federal DoD Customer Support Manager - Remote

Motorola Solutions•Washington, DC

1d•Remote

About The Position

The Customer Support Manager (CSM) for the US Federal DoD Government Markets is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Department of Defense accounts. This role manages Federal Government Land Mobile Radio service contracts, focusing on successful deliveries of services utilized by assigned customers. A major emphasis is placed on cultivating key relationships and growing managed service product sales within large customer accounts. The CSM will work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and grow the Motorola Service business. Responsibilities include achieving goal-driven business growth, developing account service plans, meeting individual goals, and implementing customer satisfaction strategies. The CSM is also responsible for achieving P&L goals, including service billings and cost/margin performance. This role involves marketing Motorola service capabilities through various internal groups and external partners. The CSM must perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies, and will be responsible for maintaining customer satisfaction through the Program Management team of the United States Air Force and other applicable accounts. Support may be required across various time zones and some East Coast locations. The role extends beyond typical CSM duties to include contract management support, billing/receivables, P&L tracking, and contract proficiency. A goal-oriented self-starter with skills in marketing and managing service support contracts for Project 25 and related wireless technologies is desired. Sales skills in establishing customer relationships, making presentations, and closing service support sales opportunities are essential. The ability to learn service products, create proposals, deliver customer presentations, and form collaborative strategies with Motorola teams is also required. Advanced Excel skills, including pivot table knowledge, are necessary for Project revenue and margin tracking.

Requirements

Bachelor's Degree OR 5+ years of experience in LMR, Public Safety, Account Management, Customer Support, Technical Services Sales with large Government customers
Legal authorization to work in the U.S. indefinitely is required.
Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, and PowerPoint) is required.
Job performance depends on ability to successfully utilize Oracle and Salesforce applications.
US Citizen with ability to obtain US Government clearance(s).

Nice To Haves

5+ years of successful experience with lifecycle service account management, systems implementation/ integration, LMR sales, or LMR engineering is desired.
Knowledge of Motorola RF systems and products is a plus.
Experience with US Federal Government contracts performance is a plus.
Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information.
Preference will be given to applicants located in Western Region.

Responsibilities

Manage Federal Government Land Mobile Radio service contracts, ensuring successful deliveries.
Cultivate and develop key relationships within large customer accounts.
Grow managed service product sales.
Work closely with Sales Account Management, Pre-sale and Post-sale teams.
Achieve goal-driven business growth and develop account service plans.
Achieve P&L goals, including service billings and cost/margin performance.
Market Motorola service capabilities to the account base.
Perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies.
Maintain customer satisfaction through the Program Management team of the United States Air Force and other applicable accounts.
Provide support over various time zones and some East Coast locations.
Provide contract management support, billing/receivables, P&L tracking, and contract proficiency.
Market and manage service support contracts for Project 25 and related wireless technologies.
Establish customer relationships, make presentations, and close service support sales opportunities.
Learn service products, create proposals, make customer presentations, and form collaborative strategies.
Track Project revenue and margin using Excel, including pivot tables.