Motorola Solutions
Customer Support Manager - North Carolina
Motorola Solutions, Raleigh, North Carolina, United States,
Company Overview
At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we’re living up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer - safer communities, safer schools, safer hospitals, safer businesses – safer everywhere. We’re building integrated technologies that help protect people, property and places. We’re connecting public safety agencies and enterprises – enabling the collaboration that’s critical for a more proactive approach to safety and security. We’re committed to solving for safer every day because the work we do here matters.
Department Overview
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
Job DescriptionThe Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.The CSM manages government contracts with responsibility for successful delivery of service products for local government customers.The CSM manages 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.The Customer Support Manager is responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.The CSM must be willing to travel throughout the designated region 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 (FSB’S / 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 contract change management.Work with Centralized Manage & Support Operations (CMSO) for contract loading, renewals, and service contract change order requests.Gather and provide Booking Packages to CNSO 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.As a part of this process, the CSM ensures that there are clearly documented support/service expectations and processes for the customer.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 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 goal for assigned contracts.Basic RequirementsBachelors Degree AND 3+ years of experience in one of the following: Customer Support, Account Management, Services, Public Safety, or Wireless experience.Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsOver 50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match9 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or any other protected characteristic.#J-18808-Ljbffr
At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we’re living up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer - safer communities, safer schools, safer hospitals, safer businesses – safer everywhere. We’re building integrated technologies that help protect people, property and places. We’re connecting public safety agencies and enterprises – enabling the collaboration that’s critical for a more proactive approach to safety and security. We’re committed to solving for safer every day because the work we do here matters.
Department Overview
Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.
Job DescriptionThe Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.The CSM manages government contracts with responsibility for successful delivery of service products for local government customers.The CSM manages 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.The Customer Support Manager is responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.The CSM must be willing to travel throughout the designated region 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 (FSB’S / 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 contract change management.Work with Centralized Manage & Support Operations (CMSO) for contract loading, renewals, and service contract change order requests.Gather and provide Booking Packages to CNSO 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.As a part of this process, the CSM ensures that there are clearly documented support/service expectations and processes for the customer.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 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 goal for assigned contracts.Basic RequirementsBachelors Degree AND 3+ years of experience in one of the following: Customer Support, Account Management, Services, Public Safety, or Wireless experience.Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.Travel RequirementsOver 50%
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
Our U.S. Benefits include:Incentive Bonus PlansMedical, Dental, Vision benefits401K with Company Match9 Paid HolidaysGenerous Paid Time Off PackagesEmployee Stock Purchase PlanPaid Parental & Family Leaveand more!EEO StatementMotorola Solutions is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran's status, or any other protected characteristic.#J-18808-Ljbffr