Sr 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. We build and connect technologies to help protect people property and places. Our solutions foster the collaboration thats critical for safer communities safer schools safer hospitals safer businesses and ultimately safer nations. Connect with a career that matters and help us build a safer future.

Department Overview

Job Description

• The Senior Customer Support Manager (Sr. CSM) ensures high levels of customer satisfaction and focus throughout the delivery of Motorolas Lifecycle Service products.

• Act as the primary point of contact for clients managing service delivery and maintaining compliance with Service Level Agreements (SLA).

• Oversee Enterprise Market contracts taking responsibility for the effective execution and delivery of service products to these customers.

• Cultivate and strengthen customer relationships to drive service growth within the designated customer base requiring regular face-to-face meetings and travel across North America.

• Develop comprehensive service account plans profiles and strategic goals for assigned accounts.

• Partner with direct and indirect sales teams to market complex integrated service programs to various levels within customer organizations.

• Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading renewals and change order requests including the preparation of Booking Packages.

• Manage external partner relationships concerning proposals forecasting statements of work P&L management and receivables goals.

• Coordinate with Motorola Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery.

• Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers.

• Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables.

• Address customer concerns manage product quality issues and implement corrective actions to ensure high-quality service and best practices.

• Participate in revenue and margin forecasting for maintenance agreements and installations while working toward specific renewal and growth targets.

• Liaise with customer IT staff regarding WLAN and wired infrastructure requirements.

• Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio.

• Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries.

• Maintain up-to-date operational documentation to support effective service delivery.

Candidate Requirements:

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• Must reside within a commutable distance to a major metro airport.

• Willingness to travel up to 10% - 25% of the time based on customer needs.

• Must possess a current valid drivers license and maintain a clean driving record.

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Target Base Salary Range: $90000 - $115000 USD

Consistent with Motorola Solutions values and applicable law we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge skills and experience. The actual offer will be based on the individual candidate.

Basic Requirements

• 4 years of experience in one of the following: Lifecycle Service Account Management Sales Systems Implementation Integration LMR Sales LMR Engineering Customer Support Customer Account Management Project Management Public Safety Military or Technical Services Sales.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Our :

• Incentive Bonus Plans

• Medical Dental Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & Family Leave

• and more!

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.

Were committed to providing an inclusive and accessible recruiting experience for candidates with disabilities or other physical or mental health conditions. To request an accommodation please complete thisReasonable Accommodations Formso we can assist you.