Sr. Customer Support Manager

Motorola Solutions•New York, NY

1d•Remote

About The Position

Motorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Government and Public Safety customers. This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support State and Local governmental entities across Central and Eastern New York State, Massachusetts, New Jersey, and Connecticut.

Requirements

4+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
Legal authorization to work in the U.S. indefinitely is required.
Must be able to obtain background clearance as required by government customer(s).

Nice To Haves

The CSM must be willing to travel throughout the designated region (Northeast) and meet with customers face to face on a regular and ongoing cadence.
The state of New Jersey is preferred.

Responsibilities

Provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.
Manages government contracts with responsibility for the successful delivery of service products for local government customers.
Manages the relations with external partners responsible for delivering service products to customers.
Responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals.
Oversees contract P&L performance including meeting service billing and cost performance goals.
Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.
Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
Develops customer relationships that will position Motorola for Service growth throughout the designated customer base.
Provides customers a single point of contact for customer management and ensures service delivery and Service Level Agreement (SLA) compliance.
Works with customers to discuss concerns and drive corrective actions to closure.
Manages and maintains services scope as per services contract and ensures customers understand their obligations in regard to service deliverables.
Ensures that customers receive appropriate and timely reporting as required by the Services Contract.
Manages sub-contractors’ deliverables and adherence to agreed scope and outcomes.
Manages product quality issues as needed.
Engages as needed in the case management process to ensure proper service delivery.
Assists partners, vendors, and customers as needed with payment and billing issues.
Identifies and implements areas for improvement to ensure improved service quality and best practice delivery.
Ensures all operational documentation remain up to date and relevant.
Manages third party vendors.
Manages contract change management.
Works with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.
Gathers and provides Booking Packages to SCSO for contract loading.
Works closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
Ensures that there are clearly documented support/service expectations and processes for the customer.
Seeks to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.
Works with customer and field teams to create and/or update existing Customer Support Plans (CSP).
Creates customer and service provider Statements of Work.
Executes contract documents and obtains customer purchase orders.
Manages the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage).
Leads and manages the coordination of variation and other change request response and implementation of approved changes.
Oversees the change implementation into service delivery operations in coordination with Customer.
Works with customers on up-sell/cross-sell.
Participates in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
Achieves stated on time contract renewal goal.
Achieves stated services growth goal for assigned contracts.
Able to communicate with customer IT personnel regarding WLAN and wired infrastructures.