Senior Customer Support Manager - Federal Civil/LEA

Motorola Solutions•Washington DC, MD

18d•$89,000 - $113,500

About The Position

The Senior Customer Support Manager (Sr. CSM) for the Civil/LEA Federal Markets Division is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Civil/LEA accounts located in the US, along with additional customers globally. The East Coast time and Central Standard time zone is preferred. Travel is required for customer retention and internal business activities. The Sr. CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers. Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts. Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business. Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies. Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances. Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services. The Sr. CSM will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies. The Sr. CSM will be responsible for maintaining customer satisfaction through the Program Management team and other applicable accounts. The Sr. CSM could/should be expected to provide support over various time zones which the program supports (EST and CST) The Sr. CSM will be responsible for forecasting and managing their applicable accounts. The Sr. CSM provides support outside of the typical Sr. CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency. Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for P25 and related wireless technologies. Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities. Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams. Must also have more than average skills within Excel for project revenue and margin tracking.

Requirements

5+ years of successful experience with lifecycle service account management, systems implementation/integration, LMR sales, or LMR engineering is desired
Knowledge and experience utilizing Google Suite and Microsoft business software (e.g. 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)
Legal authorization to work in the U.S. indefinitely is required
This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers
Bachelor's Degree OR 5+ years of experience in one of the following: LMR, Public Safety, Project Coordination, Project Management, Account Management, Customer Support, Technical Services Sales with large Government customers or Military experience
Legal authorization to work in the U.S. indefinitely is required

Nice To Haves

Knowledge of Motorola RF systems and products is a plus
Experience with US Federal Government contracts performance is a plus
Preference will be given to applicants located in Eastern Region

Responsibilities

Ensuring customer satisfaction
Contractual projects
Identifies new sales opportunities for multiple Civil/LEA accounts located in the US, along with additional customers globally
Manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers
Cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts
Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business
Goal driven business growth
Account service plans
Individual goals
Further development on customer satisfaction strategies
Achieving P&L goals, including those for service billings, and cost/margin performances
Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services
Perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies
Maintaining customer satisfaction through the Program Management team and other applicable accounts
Forecasting and managing their applicable accounts
Provide support outside of the typical Sr. CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency
Successfully market and manage service support contracts for P25 and related wireless technologies
Establishing customer relationships, making presentations, and closing service support sales opportunities
Learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams
Project revenue and margin tracking