Sr. Customer Support Manager

About the role

The Senior Customer Support Manager (Sr. CSM) ensures high levels of customer satisfaction and focus throughout the delivery of Motorola’s Lifecycle Service products. They act as the primary point of contact for clients, manage service delivery, and maintain compliance with Service Level Agreements (SLA).

Responsibilities

• Oversee Enterprise Market contracts, taking responsibility for the effective execution and delivery of service products to these customers.
• Cultivate and strengthen customer relationships to drive service growth within the designated customer base, requiring regular face-to-face meetings and travel across the United States AND Alberta, Canada.
• Develop comprehensive service account plans, profiles, and strategic goals for assigned accounts.
• Partner with direct and indirect sales teams to market complex, integrated service programs to various levels within customer organizations.
• Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests, including the preparation of Booking Packages.
• Manage external partner relationships concerning proposals, forecasting, statements of work, P&L management, and receivables goals.
• Coordinate with Motorola Solutions Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery.
• Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers.
• Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables.
• Address customer concerns, manage product quality issues, and implement corrective actions to ensure high-quality service and best practices.
• Participate in revenue and margin forecasting for maintenance agreements and installations, while working toward specific renewal and growth targets.
• Liaise with customer IT staff regarding WLAN and wired infrastructure requirements.
• Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio.
• Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries.
• Maintain up-to-date operational documentation to support effective service delivery.

Requirements

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.
• Legal authorization to work in the U.S. indefinitely is required.
• Must reside within a commutable distance to a major metro airport to travel to international and/or domestic customers.
• Willing and able to travel up to 25%-50% of the time based on customer needs (Alberta, Canada and the United States).
• Must possess a current, valid driver's license, passport and maintain a clean driving record.

Target Base Salary Range

$80,000 - $110,000 USD

Basic Requirements

• Bachelor's Degree OR 4+ years of experience in one of the following: Motorola Solutions products, customer service, customer support, people management, sales support, account management, or public safety experience.

Travel Requirements

10-25%

Relocation Provided

No

Position Type

Experienced

Referral Payment Plan

Yes

Our U.S. 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!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.