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Motorola Solutions · 4 hours ago

Customer Support Manager - Northern VA/MD

Maryland, United States

Full-time

Onsite

Mid Level

$75K/yr - $110K/yr

3+ years exp

Motorola Solutions is a global community focused on enhancing public safety through advanced technologies. The Customer Support Manager will manage government contracts and ensure the successful delivery of service products while developing strong relationships with customers and partners.

Cyber SecurityTelecommunicationsVideo

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products

Manage government contracts with responsibility for the successful delivery of service products for state and local government customers

Manage the relations with external partners responsible for delivering service products to customers, is responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals, overseeing 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

There is a major emphasis on developing customer relationships that will position Motorola Solutions for Service growth throughout the designated customer base

The CSM must be willing to travel throughout the designated region (State of Maryland or Northern Virginia) and meet with customers face to face on a regular and ongoing cadence

Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance

Work with customers to discuss concerns and drive corrective actions to closure

Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables

Ensure that customers receive appropriate and timely reporting as required by the Services Contract

Manage sub-contractors’ deliverables and adherence to agreed scope and outcomes

Manage product quality issues as needed (MTN’s)

Engage as needed in the case management process to ensure proper service delivery

Assist partners, vendors, and customers as needed with payment and billing issues

Identify and implement areas for improvement to ensure improved service quality and best practice delivery

Ensure all operational documentation remain up to date and relevant

Manage third party vendors

Manage contract change management

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

Work closely with the Motorola Project Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery

The CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek 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

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)

Execute contract documents and obtain customer purchase orders

Manage 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)

Lead and manage the coordination of variation and other change request response and implementation of approved changes

Oversee the change implementation into service delivery operations in coordination with customer

Work with customers on up-sell/cross-sell

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 goal for assigned contracts

Qualification

Lifecycle Service Account ManagementCustomer Account ManagementProject ManagementPublic SafetyRadio SystemsCustomer ServiceSalesSystems ImplementationTechnical Services Sales

Required

The CSM must reside in the state of Maryland or Northern Virginia to fully support their customers

Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract

Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, System Management, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Motorola Solutions, Radio Frequency, Radio Systems, Public Safety, Military or Technical Services Sales