Motorola Solutions is hiring a Senior Customer Support Manager to maintain a strong customer focus and ensure satisfaction throughout the entire lifecycle of our service products. You will manage government contracts, build robust customer relationships, and promote service growth within a specific customer base, primarily in Michigan and Ohio.

What You'll Do

Serve as the main contact for customer management, guaranteeing consistent service delivery and adherence to Service Level Agreements (SLAs).
Proactively build and maintain strong customer relationships to position Motorola Solutions for service growth.
Regularly travel throughout Michigan and Ohio to meet with customers in person.
Collaborate with customers to understand their operational needs, address concerns, and drive resolutions through corrective actions.
Ensure clear, documented support and service expectations, identifying opportunities for additional service offerings.
Market sophisticated and integrated service programs to various levels within customer organizations.
Manage public safety and government contracts, ensuring successful delivery of service products to state and local government customers.
Manage and maintain service scope as per contracts and customer obligations.
Manage sub-contractors' deliverables and their adherence to agreed-upon scope and outcomes.
Ensure timely and appropriate reporting to customers as required by service contracts.
Oversee the implementation of changes into service delivery operations in coordination with customers.
Engage in the case management process as needed to ensure proper service delivery and manage product quality issues.
Manage third-party vendors and external partners responsible for delivering service products, including contract renewals and proposal development.
Oversee contract P&L performance, ensuring service billing and cost performance goals are met.
Manage contract change management processes.
Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and change order requests.
Gather and provide Booking Packages to SCSO for contract loading.
Assist partners, vendors, and customers with payment and billing issues.
Manage the service contract renewal process for all assigned service agreements.
Execute contract documents and obtain customer purchase orders.
Develop service account plans and profiles, outlining goals and strategies within assigned accounts.
Collaborate with customer and field teams to create and/or update existing Customer Support Plans (CSP).
Create customer and service provider Statements of Work (SOW).
Lead and manage the coordination of variation and other change request responses and the implementation of approved changes.
Work with customers on up-sell/cross-sell opportunities.
Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
Achieve stated on-time contract renewal and service growth goals for assigned contracts.
Work closely with the Motorola Project Manager (PM) to ensure a smooth transition from project implementation to warranty support and service delivery.
Identify and implement areas for improvement to ensure enhanced service quality and best-practice delivery.
Ensure all operational documentation remains up-to-date and relevant.

What We're Looking For

4+ 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 or Technical Services Sales.
Must be a U.S. citizen with the 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.

Nice to Have

The Sr. CSM preferably should reside near the state of Michigan and/or the state of Ohio to fully support their public safety customers, we are accepting candidates from Indiana, or Illinois as well.

Benefits & Compensation

Compensation: $90,000 - $115,000 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. Candidates should be based in Michigan, Ohio, Indiana, or Illinois to support regular in-person customer travel.

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.