Senior Customer Support Manager – Illinois, Texas, Georgia, East Coast

Motorola Solutions

22h•Remote

About The Position

The Senior Customer Support Manager (Sr. CSM) ensures high levels of customer satisfaction and focus throughout the delivery of Motorola’s Lifecycle Service products. Act as the primary point of contact for clients, managing service delivery and maintaining compliance with Service Level Agreements (SLA). Oversee Enterprise Market contracts, taking responsibility for the effective execution and delivery of service products to these customers. Cultivate and strengthen customer relationships to drive service growth within the designated customer base, requiring regular face-to-face meetings and travel across North America. Develop comprehensive service account plans, profiles, and strategic goals for assigned accounts. Partner with direct and indirect sales teams to market complex, integrated service programs to various levels within customer organizations. Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests, including the preparation of Booking Packages. Manage external partner relationships concerning proposals, forecasting, statements of work, P&L management, and receivables goals. Coordinate with Motorola Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery. Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers. Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables. Address customer concerns, manage product quality issues, and implement corrective actions to ensure high-quality service and best practices. Participate in revenue and margin forecasting for maintenance agreements and installations, while working toward specific renewal and growth targets. Liaise with customer IT staff regarding WLAN and wired infrastructure requirements. Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio. Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries. Maintain up-to-date operational documentation to support effective service delivery.

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 10% - 25% of the time based on customer needs.
Must possess a current, valid driver's license and maintain a clean driving record.
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.

Responsibilities

Act as the primary point of contact for clients, managing service delivery and maintaining compliance with Service Level Agreements (SLA).
Oversee Enterprise Market contracts, taking responsibility for the effective execution and delivery of service products to these customers.
Cultivate and strengthen customer relationships to drive service growth within the designated customer base, requiring regular face-to-face meetings and travel across North America.
Develop comprehensive service account plans, profiles, and strategic goals for assigned accounts.
Partner with direct and indirect sales teams to market complex, integrated service programs to various levels within customer organizations.
Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests, including the preparation of Booking Packages.
Manage external partner relationships concerning proposals, forecasting, statements of work, P&L management, and receivables goals.
Coordinate with Motorola Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery.
Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers.
Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables.
Address customer concerns, manage product quality issues, and implement corrective actions to ensure high-quality service and best practices.
Participate in revenue and margin forecasting for maintenance agreements and installations, while working toward specific renewal and growth targets.
Liaise with customer IT staff regarding WLAN and wired infrastructure requirements.
Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio.
Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries.
Maintain up-to-date operational documentation to support effective service delivery.