Motorola Solutions is hiring a Customer Support Manager to provide intense customer focus and satisfaction during the delivery of our Lifecycle Service products for government contracts across Alabama. You will serve as the single point of contact, managing customer relationships, contract renewals, service delivery, and P&L performance.
What You'll Do
- Manage government contracts, ensuring successful delivery of service products for local government customers.
- Manage relations with external partners responsible for delivering service products.
- Be responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals.
- Oversee contract P&L performance including meeting service billing and cost performance goals.
- Market sophisticated/integrated service programs to multiple layers within customer organizations.
- Work closely with the direct and indirect sales teams.
- Develop service account plans and profiles, goals and strategies within assigned accounts.
- Travel throughout the designated region (State of Alabama) and meet with customers face to face regularly.
- 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.
- Ensure 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, 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 Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
- Ensure there are clearly documented support/service expectations and processes for the customer.
- Seek to understand customer expectations and needs to ensure operational requirements are identified and properly supported.
- 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.
- 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.
- Communicate with customer IT personnel regarding WLAN and wired infrastructures.
What We're Looking For
- Must reside in the state of Alabama to fully support 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.
- 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.
- Must be able to obtain background clearance as required by government customer(s).
Team & Environment
You will work closely with direct and indirect sales teams and the Motorola Program Manager (PM).
Benefits & Compensation
- Compensation: $70,000 - $90,000 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 role serves customers locally within the State of Alabama.
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.
