Customer Support Manager

Customer Support Manager Skip to main content
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Support Manager page is loaded## Customer Support Manager Apply locations:
Massachusetts Remote Work:
Connecticut Remote Work:
New Hampshire Remote Worktime type:
Full time posted on:
Posted Yesterday job requisition :
R66065##
** 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
** Motorola Solutions is a global leader in professional mobile communications, renowned for its heritage of technological innovation and extensive installed systems worldwide. Our core focus is implementing mission-critical digital mobile communication systems for Government and Public Safety customers.
This new and exciting opportunity is within Customer Support Management, where we are committed to consistently offering the very best service to our valued customers. Our people are vital, serving on the front lines to build strong, long-term business relationships and promote our products and services. We pride ourselves on our knowledge, expertise, and problem-solving capabilities. This specific role will support State and Local governmental entities across Central and Eastern New York State, Massachusetts, New Jersey, and Connecticut.##

Job Description
* The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.
* Manage government contracts with responsibility for the successful delivery of service products for local government customers.
* Manage the relations with external partners responsible for delivering service products to customers, is responsible for contract renewals, proposals, accurate forecasting, development of statements of work, and meeting P&L and receivables goals, overseeing contract P&L performance including meeting service billing and cost performance goals.
* Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect sales teams.
* Responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
* There is a major emphasis on developing customer relationships that will position Motorola for Service growth throughout the designated customer base.
* The CSM must be willing to travel throughout the designated region (Northeast) and meet with customers face to face on a regular and ongoing cadence.
* 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
* Assist partners, vendors, and customers as needed with payment and billing issues
* Identify and implement areas for improvement to ensure improved service quality and best…