Customer Support Manager

About the role

The Customer Support Manager (CSM) at Motorola Solutions is responsible for managing government contracts, customer relations, and service delivery for local government customers in the Northeast territory. This role involves managing external partners, ensuring service level agreements (SLAs) compliance, and driving service growth.

Responsibilities

• Manage government contracts and deliver service products to local government customers.
• Manage relations with external partners and oversee contract renewals, proposals, and accurate forecasting.
• Develop and execute service account plans and profiles, setting goals and strategies within assigned accounts.
• Provide customers with a single point of contact for service management and ensure SLA compliance.
• Engage in the case management process to ensure proper service delivery and handle product quality issues.
• Manage third-party vendors and ensure their deliverables adhere to the agreed scope and outcomes.
• Manage contract change management and respond to and implement approved changes.
• Lead and manage the coordination of variation and other change request responses.
• Oversee the change implementation into service delivery operations in coordination with customers.
• Work with customers on up-sell/cross-sell opportunities and participate in revenue and margin forecasting.
• Communicate with customer IT personnel regarding WLAN and wired infrastructures.

Requirements

• U.S. citizenship with the ability to obtain necessary security clearance as required by government contract.
• Legal authorization to work in the U.S. indefinitely.
• Bachelor's degree or 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.
• Ability to obtain background clearance as required by government customer(s).
• Travel requirements: 25-50%.