Associate Customer Support Manager

This is a fully remote position, open to applicants in Alaska, +6 more states.

📋 Description

• Serve as a primary contact for customer management, ensuring effective service delivery and adherence to service level agreements (SLAs).

• Address customer issues and drive corrective actions to resolution.

• Oversee service scope and ensure customers are informed about service deliverables and their obligations.

• Guarantee timely reporting as stipulated in service contracts.

• Supervise subcontractor outputs and compliance with the agreed-upon scope and results.

• Address product quality concerns and engage in case management.

• Support partners and vendors with payment and billing inquiries.

• Identify and enact improvements in service quality and best practices.

• Maintain comprehensive operational documentation.

• Manage relationships with third-party vendors and oversee contract modifications.

• Assist with service contracts assigned by Manufacturer Representatives.

• Collaborate with Service Contract and Software Operations for contract entry, renewals, and modifications.

• Compile and provide Booking Packages for contract processing.

• Work alongside Program Managers to transition projects from implementation to warranty support and service delivery.

• Document customer support/service expectations and procedures.

• Develop and update Customer Support Plans.

• Create Statements of Work for both customers and service providers.

• Execute contract documents and secure customer purchase orders.

• Manage renewals for designated lower-complexity service agreements.

• Coordinate responses and implementations for variations and change requests.

• Oversee the approved changes in service delivery operations.

• Collaborate with customers on upselling and cross-selling opportunities.

• Engage in revenue and margin forecasting.

• Meet contract renewal and service growth objectives.

⛳️ Requirements

• Bachelor's degree or a minimum of 2 years of experience in customer service, customer support, sales support, account management, Motorola services, IT, project management, military service, or public safety.

• Proficiency in Salesforce.

• Basic understanding of financial concepts.

• Competence in computer applications (e.g., MS Office Suite and Google Suite).

• Customer satisfaction-focused mindset.

• Familiarity with Oracle/Services Lifecycle tools and Excel is a plus.

• Strong knowledge of Customer Call Center and Network Operations Center offerings and procedures is preferred.

• Excellent communication skills, both verbal and written.

• Ability to interact with customer IT personnel regarding WLAN and wired infrastructure.

• Must be eligible for background clearance as required by government clients.

• Must reside in California, Oregon, Washington, Idaho, Montana, Alaska, or Hawaii.

• Legal authorization to work in the U.S. on an indefinite basis is mandatory.

• Employer work permit sponsorship is not provided.

• Willingness to travel 25% within California and for training purposes; travel requirements may range from 25% to 50%.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental and Family Leave.

• Referral Payment Plan.