Associate Customer Support Manager

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Oversee the Lifecycle Service operations for designated customer contracts while ensuring customer satisfaction.

• Act as the primary point of contact for customers regarding management, service delivery, and adherence to SLAs.

• Address customer issues and drive corrective actions to resolution.

• Manage service scope, customer responsibilities, subcontractor deliverables, vendor relations, billing matters, and contract modifications.

• Ensure timely reporting on contracts and maintain up-to-date operational documentation.

• Handle product quality concerns and engage in case management to guarantee effective service delivery.

• Coordinate the loading of contracts, renewals, change orders, and booking packages with the Service Contract and Software Operations teams.

• Facilitate the transition from project implementation to warranty support and ongoing service delivery.

• Document customer support expectations and processes, proposing additional services when necessary.

• Develop and revise Customer Support Plans and Statements of Work.

• Execute contract documents and secure customer purchase orders.

• Manage service contract renewals, updates to inventory, SOW/CSP modifications, vendor pricing adjustments, and installation agreements.

• Coordinate responses to variation and change requests and oversee their implementation.

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

• Participate in forecasting for revenue and margins.

• Meet contract renewal and service growth objectives.

⛳️ Requirements

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

• Proficiency with Salesforce.

• Basic financial understanding.

• Computer proficiency, including the MS Office suite.

• Strong customer satisfaction orientation.

• Excellent verbal and written communication skills.

• Capability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

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

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

• Must be able to obtain background clearance as mandated by government clients.

• Residency required in Arizona, Colorado, New Mexico, Nevada, Wyoming, or Utah; preference is given to Arizona and Colorado.

• Legal authorization to work indefinitely in the U.S.; employer work permit sponsorship is not available.

• Willingness to travel 25% of the time within Arizona and/or Colorado for training purposes.

🏝️ 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.

• No relocation required.