Customer Support Manager

About the Role

We are looking for a candidate who can jump into a business problem or challenge, figure out what information is needed, work cross-functionally to analyze the problem, and develop & present a recommendation. This role requires active collaboration across the company and knowledge of our services portfolio. The Channel Customer Support Manager will focus on improving business performance, including the analysis of operational data and financials, go-to-market for new offerings, and training.

The position will work hand-in-hand with functions including offer management, centralized operations, finance and billing teams, Channel Partners, and frequently present recommendations to executive-level management. The role will also include working with Motorola’s Sales team (and other internal teams) to grow/enhance the assigned portfolio (new services), building customer relationships, and instilling customer confidence in Motorola as a service provider. Additionally, the role contributes to Motorola’s monthly and quarterly status reports and revenue tracking.

Responsibilities

• Management of issue resolution by creating an ownership point and driving accountability across multiple disciplines both internally and externally to Motorola Solutions.
• Management of Channel Partner Service Agreements across multiple end users.
• Translating high-level business problems into specific, data-driven questions with analysis and recommendations; validating data with stakeholders to ensure accuracy.
• Development of business models based on key drivers to improve regional sales and operational execution, including training & communicating new service solutions.
• Business case creation and analysis on new services opportunities, including market sizing, investment requirements, pricing, and financial returns.
• Assist in preparation & analysis required for internal/external management meetings, including customer, partner, staff, and executive briefings.

Requirements

• Bachelor’s Degree (analytical degree such as finance or business preferred).
• 4+ years of sales/customer service/engagement/project management experience.
• Experience with revenue/cost analysis, market sizing & analysis, operational strategy formulation, business case development, or financial modeling.
• Knowledge of Motorola Solutions’ service portfolio.
• Excellent interpersonal, verbal, and written communication skills.
• Experience working in a highly analytical setting requiring quantitative analytics.
• Experience creating executive management presentations.
• Ability to think broadly and critically about quantitative analytical problems by applying business, industry, and company acumen.
• Enjoy digging into data that requires validation and making directional recommendations with incomplete information.
• Enjoy a fast-paced, collaborative, positive, people-oriented environment; effective multi-tasking capability.

Basic Requirements: Bachelor's Degree or 3+ years of experience in one of the following: Field Engineering, customer service, customer support, sales support, account management.

Travel Requirements: Under 25%.

Pay

Target base salary range: $65,000 - $75,000 USD. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

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
• Additional benefits available