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Motorola Solutions · 23 hours ago

Associate Customer Support Manager - Mid Atlantic Region

University of Richmond, VA

Full-time

Onsite

Entry, Mid Level

$65K/yr - $75K/yr

2+ years exp

Motorola Solutions is a global leader in professional mobile communications systems, dedicated to enhancing public safety. The Associate Customer Support Manager will manage customer contracts, ensuring satisfaction and compliance with service delivery and Service Level Agreements, while also fostering relationships with customers and subcontractors.

Cyber SecurityTelecommunicationsVideo

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

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

Assist partners and vendors 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 documentations remain up to date and relevant

Manage third party vendors as needed

Manage contract change management as needed

Work with Service Contracts 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 Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. As a part of this process, the aCSM 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

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 the 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 goals for assigned contracts

Highly organized, strong attention to detail, capable of significant multi-tasking and follows all tasks through to completion

The ability to communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation

The ability to understand and communicate at a working level Motorola Solutions sold services based on proposal and contract/award documents

Collaborate and maintain professional relationships with key work partners across the corporation and third party vendors for achieving timely business objectives

Think strategically and work through day to day challenges that arise with both internal support organizations, Motorola service providers, and customers

Proficient in MS Office Applications, Excel, Google Apps, and a willingness to learn and utilize new tools within the organization

Qualification

Lifecycle ServicesAccount ManagementCustomer ServicePublic SafetyMS Office ApplicationsProject ManagementRelationship ManagementMulti-taskingCommunication SkillsAttention to Detail

Required

2+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, Dispatch, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales

The aCSM must reside in the Mid Atlantic region to fully support their customers

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