Senior Customer Support Manager

📋 Description

• Ensure exceptional customer satisfaction and maintain focus during the delivery of Motorola’s Lifecycle Service offerings.

• Serve as the main point of contact for clients, overseeing service delivery and ensuring compliance with Service Level Agreements (SLA).

• Supervise Enterprise Market contracts, taking charge of the effective execution and delivery of service products.

• Foster and enhance customer relationships to promote service growth within the assigned customer segment.

• Create detailed service account plans, profiles, and strategic objectives for designated accounts.

• Collaborate with both direct and indirect sales teams to promote complex, integrated service programs.

• Work alongside Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests.

• Manage relationships with external partners related to proposals, forecasting, statements of work, P&L management, and receivables targets.

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

• Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW).

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

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

• Engage in revenue and margin forecasting for maintenance agreements and installations, while striving to meet specific renewal and growth objectives.

• Liaise with customer IT departments regarding WLAN and wired infrastructure needs.

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

• Provide required reporting as specified by service contracts and assist with billing or payment inquiries.

• Keep operational documentation current to support effective service delivery.

⛳️ Requirements

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

• Legal authorization to work indefinitely in the U.S. is required.

• Must live within a reasonable distance to a major metro airport.

• Willingness to travel 10% - 25% of the time depending on customer requirements.

• Must possess a valid driver's license and maintain a clean driving record.

• A minimum of 4 years of experience in one of the following areas: 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.

🏝️ Benefits

• Incentive Bonus Plans

• Medical, Dental, Vision benefits

• 401K with Company Match

• 10 Paid Holidays

• Generous Paid Time Off Packages

• Employee Stock Purchase Plan

• Paid Parental & Family Leave

• and more!