Motorola Solutions is hiring an Associate Customer Support Manager (ACSM) to manage the Lifecycle Service (LCS) business for assigned customer contracts. You will be responsible for forecasting, contract renewals, and building strong relationships to ensure customer satisfaction and proper service delivery.

What You'll Do

Serve as the primary point of contact for customer management, ensuring service delivery and compliance with Service Level Agreements (SLAs).
Address customer concerns and drive corrective actions to resolution.
Manage and maintain service scope as outlined in contracts, ensuring customers understand their obligations.
Provide timely and appropriate reporting to customers as contractually required.
Collaborate with customers and field teams to create or update Customer Support Plans (CSPs).
Oversee the smooth transition from project implementation to warranty support and service delivery.
Work on up-sell and cross-sell opportunities with customers.
Manage subcontractor deliverables and ensure adherence to agreed-upon scope and outcomes.
Address product quality issues as required.
Engage in the case management process to facilitate proper service delivery.
Assist partners and vendors with payment and billing issues.
Manage third-party vendors as needed.
Handle contract change management.
Support the management of service partners' assigned service contracts.
Collaborate with Service Contract and Software Operations (SCSO) for contract loading, renewals, and change order requests.
Create Statements of Work (SOWs) for customers and service providers.
Execute contract documents and secure customer purchase orders.
Manage the renewal process for lower complexity service agreements.
Lead and manage the coordination of responses to variation and other change requests.
Oversee the implementation of changes into service delivery operations in coordination with customers.
Identify and implement improvements to enhance service quality and best practices.
Ensure all operational documentation remains current and relevant.
Participate in forecasting revenue and margin for Maintenance Agreements, Work Tickets, and Installs.
Achieve stated goals for on-time contract renewal and services growth for assigned contracts.

What We're Looking For

2+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, Motorola Services, or Technical Services Sales.
Salesforce experience required.
Basic financial understanding.
Proficient in computer skills, including MS Office suite and Google suite.
Customer satisfaction-oriented mindset.
Strong communication skills, both oral and written.
Ability to effectively communicate with customer IT personnel about WLAN and wired infrastructures.
Must be able to obtain background clearance as required by government customer(s).
Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.
The ACSM must reside in Michigan or Ohio, as the T5N Territory specifically supports these states. Candidates in North Dakota, South Dakota, Minnesota, Wisconsin, or Chicago, Illinois will also be considered, with a preference for those in Michigan and Ohio.

Nice to Have

Strong working knowledge of Customer Call Center and Network Operations Center offerings and procedures.

Technical Stack

Salesforce
MS Office suite
Google suite

Team & Environment

Fosters successful relationships between Customer Operations, Motorola Subcontractors, and Motorola Solutions, particularly within the T5N region.

Benefits & Compensation

Compensation: $70,000 - $85,000 USD
Incentive Bonus Plans
Medical, Dental, Vision benefits
401K with Company Match
10 Paid Holidays
Generous Paid Time Off Packages
Employee Stock Purchase Plan
Paid Parental & Family Leave

Work Mode

This is a local-country role based in the United States. The position supports customers within the T5N territory, with a specific focus on Michigan and Ohio. Candidates residing in Michigan, Ohio, North Dakota, South Dakota, Minnesota, Wisconsin, or Chicago, Illinois will be considered.

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.