Sr Customer Support Manager/System Manager - Quebec

About the role

The primary responsibility of the Senior Customer Support Manager (CSM) is to effectively and efficiently manage the business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors.

Responsibilities

• Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
• Work with customers to discuss concerns and drive corrective actions to closure.
• Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
• Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.
• Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
• Manage product quality issues as needed.
• Engage as needed in the case management process to ensure proper service delivery.
• Aid partners and vendors as needed with payment and billing issues.
• Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
• Ensure all operational documentations remain up to date and relevant.
• Manage third party vendors as needed.
• Work with National Support Service team for contract loading, renewals, and service contract change order requests.
• Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP).
• Create customer and service provider Statements of Work.
• Execute contract documents and obtain customer purchase orders.
• Lead and manage the coordination of variation and other change request response and implementation of approved changes.
• Oversee the change implementation into service delivery operations in coordination with Customer.
• Work with customers on up-sell / cross-sell.
• Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
• Achieve stated on time contract renewal goal.
• Achieve stated services growth goal for assigned contracts.

Requirements

• Must have excellent interpersonal communication and presentation skills with the ability to relate to internal and external stakeholders.
• Commercial awareness: Be able to develop and engage current accounts as well as identify new business opportunities in current and prospect clients.
• Strong Computer skills (I.e. MS Office, Google Suite).
• Must be a self-motivated team player able to work effectively with general guidance toward objectives.
• Analytical mindset: Able to solve complex problems and situations.
• Understanding of ITIL processes.
• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures.
• Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
• General understanding of communications industry trends and their impact on customer’s future needs.
• Understanding of Oracle / Services Lifecycle tools.
• Understanding of Distributed Telecommunications systems.

Qualifications

• Must be willing to travel throughout the designated region 25-50% of the time.
• Must be able to obtain background clearance as required by government customer.
• Ideal target is a Senior CSM that can perform responsibilities in both English and French.
• Candidates should be located within Quebec.

Pay

Target Base Salary Range: $100,000 - $105,000 CAD