Customer Support Manager

Company Overview

At Motorola Solutions we believe that everything starts with our people. Were a global close-knit community united by the relentless pursuit to help keep people safer everywhere. Our critical communications video security and command center technologies support public safety agencies and enterprises alike enabling the coordination thats critical for safer communities safer schools safer hospitals and safer businesses. Connect with a career that matters and help us build a safer future.

Department Overview

Job Description

The Customer Support Manager (CSM) acts as the customer advocate and is the focal point with regards to all Customer service related escalations relating to their mission-critical systems. Such systems include Land Mobile Radio solutions Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT) through to Two-way Radio products.

This position is for someone typically transitioning from a technical or business role to a Customer facing operations role whose responsibilities will include ensuring that the contractual commitments are met or exceeded for the ongoing support contracts within the countries and accounts assigned. The CSM is also responsible for driving services growth by promoting support services either as part of a new solution sale or as a standalone service.

This position requires a high degree of customer engagement sales support skills coupled with program planning and technical knowledge of the various systems and subsystems that form the portfolio. Ideally experience in working within the delivery or support of complex software solutions will be a benefit

Scope of Responsibilities / Expectations

Operations

• The Customer advocate providing Customers with a single point of contact to ensure service delivery and Service Level Agreements (SLA) compliance including ensuring the correct level of quality escalations and timely resolutions are carried out
• Maintains product and software lifecycle plans including ensuring plans are provided/maintained from third party vendors
• Manages sub-contractors deliverables and adherence against Customer contractual commitments
• Executes the support service business plan manage and report orders revenue and costs including identifying and implementing areas for improvement to ensure improved service margin quality and best practice delivery
• Ensure a smooth transition from project implementation to warranty support and service delivery
• Manage the service contract renewal process for all assigned service agreements

Business Development

• Engage with the Customer to identify upsell opportunities within existing accounts including software support solutions that are adapted to the Customers operational needs capabilities and in turn mitigate the Customers operational risks
• Support the account managers when engaging with the Customers including; Customer meetings financial and commercial negotiations road shows etc.
• Support the Pre-sales team with tender/proposal costs risks & pricing including supporting the Procurement team in sub-contractor scope SLAs commercial negotiations and contract set-up

Basic Requirements

Personal skills work and management style

• Excellent communication skills in English (verbal written and presentation). Also local languages will be appreciated (Arabic or French)
• Experience either within a Level 2 Technical Support Operations Project Management or Customer Support business environment including the ability to work with the Customer / End users at both Management and User levels Effective stakeholder management skills (internal and external) including the ability to articulate ideas clearly and concisely
• Ability to plan prioritise and meet strict deadlines with a business commercial and financial acumen including strong analytical skills
• Capable of working through commercial issues and recommending courses of action with experience of problem solving and conflict resolution
• Self-motivated and the ability to effectively prioritise and multi-task demonstrate flexibility and ownership within a fast-changing and ambiguous environment

Security Clearance

All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements.

Travel

Travel will be no less than 50% of the time in the assigned region.

Educational Background

Successful candidates are likely to hold either a Bachelors degree from an accredited institution within a business or technical field OR a higher technical qualification plus a minimum of 5 years military experience OR a minimum of ten years experience working in an external customer interfacing role specifically in the Telecommunications Software Enterprise or IT Industry.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Company

EEO Statement

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.

We are proud of our people-first and community-focused culture empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If youd like to join our team but feel that you dont quite meet all of the preferred skills wed still love to hear why you think youd be a great addition to our team.