Customer Support Manager - State of Arizona
Remote · Not stated
Hiring locations: Arizona Remote Work
Open posting at Motorola SolutionsCheck the posting for country and time zone requirements before applying.
Employer’s description
Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview At Motorola Solutions, we empower people to be at their best in the moments that matter. From helping firefighters see through smoke to giving police officers eyes around street corners, our work is meaningful, impactful, and cutting-edge. As a global leader in professional mobile communications, we leverage a rich heritage of technological innovation and an extensive worldwide presence to design and deliver mission-critical digital communication systems for government and public safety organizations around the globe. Job Description The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for assigned customer contracts, ensuring maximum customer satisfaction among Motorola Solutions Public Safety customers in the state of Arizona. The LCS business encompasses revenue forecasting, proposing new services, managing contract renewals, and building strong relationships with both customers and subcontractors. Ensuring customer satisfaction requires seamless delivery and execution of all service contracts. If a service does not meet contracted specifications or a process falls short of expected results, the CSM proactively intervenes to drive a resolution. Ultimately, the CSM is responsible for the overall success of the operational relationship between Customer Operations, Motorola Subcontractors, and Motorola Solutions. Customer Relationship Management • Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance. • Address customer concerns promptly and drive corrective action plans to resolution. • Manage and maintain contract scopes of service, ensuring customers clearly understand their commitments and obligations. • Provide customers with timely, accurate reporting as required by service agreements. • Facilitate smooth transitions from project implementation to warranty support and service delivery in close collaboration with the Motorola Solutions Project Manager. This includes documenting support/service expectations and processes, identifying operational requirements, and spotting potential additional service opportunities. • Collaborate with customers and field teams to develop and maintain Customer Support Plans (CSPs). • Partner with customers to identify and capitalize on up-sell and cross-sell opportunities. Contract & Service Management • Oversee deliverables, scope adherence, and service outcomes for subcontractors and third-party vendors. • Manage product quality issues (Field Service Bulletins / FSBs) as needed. • Engage actively in the case management process to guarantee proper service delivery. • Assist partners and vendors in resolving payment and billing inquiries. • Manage the service contract renewal process for assigned lower-complexity agreements, including inventory updates, Statement of Work (SOW) updates, CSP updates, and third-party vendor pricing adjustments. • Handle Installation Agreements, including drafting documentation, acquiring Purchase Orders (POs), and ongoing PO management. • Lead and coordinate responses to variations and change requests, ensuring approved changes are successfully implemented. • Oversee the integration of operational changes into service delivery, in alignment with the customer. • Manage overall contract change management activities as needed. • Assist team members with managing assigned service contracts during peak workloads or as required. • Partner with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests. • Gather and submit complete Booking Packages to SCSO for prompt contract loading. Operational Excellence & Growth • Identify and implement process improvements to enhance overall service quality and drive best-practice delivery. • Ensure all operational and account documentation remains accurate, current, and relevant. • Participate in forecasting revenue and margins for Maintenance Agreements, Work Tickets, and Installations. • Achieve target goals for on-time contract renewals and service revenue growth across assigned accounts. Required Qualifications • Basic understanding of cybersecurity principles. • Hands-on experience with Salesforce. • Strong written and verbal communication skills. • Proficiency in Google Suite and Microsoft Office Suite. • Basic financial acumen and business literacy. • A strong customer-focused, service-oriented mindset. • Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure. Preferred Qualifications • Familiarity with Oracle/Services Lifecycle tools and advanced Excel capabilities. • Strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures. Candidate Requirements: • The CSM must be willing to travel throughout the designated region and meet with and fully support customers face to face on a regular and ongoing cadence. • The role does require minimal internal traveling (10% - 25%) • Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract. • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. #LI-CC1 Target Base Salary Range: $70,000 - $85,000 USD Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. Basic Requirements • 3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales. • Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position. Travel Requirements Under 25% Relocation Provided None Position Type Experienced Referral Payment Plan Yes Our U.S. Benefits include: • 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. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team. We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.