Customer Support Manager

This is a fully remote position, open to applicants in Illinois, +2 more states.

📋 Description

• Deliver exceptional customer focus and satisfaction while providing Motorola’s Lifecycle Service products.

• Oversee Enterprise contracts to ensure successful service product delivery.

• Manage relationships with external partners, third-party vendors, and subcontractors involved in service product delivery.

• Handle contract renewals, proposals, forecasting, statements of work, contract P&L, billing, costs, and receivables.

• Promote advanced/integrated service programs within customer organizations.

• Collaborate effectively with both direct and indirect sales teams.

• Develop service account plans, profiles, goals, and strategies.

• Cultivate customer relationships to drive service growth for Motorola.

• Act as the primary point of contact for customer management.

• Ensure service delivery meets SLAs and compliance requirements.

• Address customer issues and drive corrective actions to resolution.

• Maintain service scope and clarify obligations for customers.

• Provide necessary reporting as per contractual obligations.

• Manage product quality concerns and case management activities.

• Assist partners, vendors, and customers with payment and billing inquiries.

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

• Keep operational documentation up to date.

• Manage service contract loading, renewals, and change orders with SCSO.

• Gather and supply Booking Packages to SCSO.

• Coordinate the transition from project implementation to warranty support and service delivery with the Motorola Program Manager.

• Document support/service expectations and processes.

• Create or revise Customer Support Plans.

• Generate Statements of Work for customers and service providers.

• Execute contract documents and secure customer purchase orders.

• Oversee service contract renewals, inventory updates, SOW/CSP updates, vendor pricing changes, and Installation Agreements.

• Coordinate the implementation of approved variations and change requests.

• Supervise the execution of changes in service delivery operations.

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

• Participate in revenue and margin forecasting for Maintenance Agreements, Work Tickets, and Installations.

• Achieve goals related to contract renewal and service growth.

⛳️ Requirements

• U.S. citizenship is required, with the ability to obtain necessary security clearance as mandated by customer contracts.

• Must have legal authorization to work in the U.S. indefinitely.

• This position does not offer employer work permit sponsorship.

• Candidates should reside within a reasonable commuting distance to a major metro airport.

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

• A current, valid driver's license with a clean driving record is required.

• Ability to obtain background clearance as required by Enterprise customers.

• Bachelor’s degree or a minimum of 3 years of experience in Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales.

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

🏝️ Benefits

• Incentive Bonus Plans.

• Comprehensive Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Referral Payment Plan.