Customer Support Manager

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. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

At Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. We are the Best!

Motorola Solutions is a world leader in the field of professional/commercial mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Commercial Customers, and Partners.

Job Description

We are looking for a candidate who can jump into a business problem or challenge, figure out what information is needed, work cross functionally to analyze the problem and develop & present a recommendation - the benefits of consulting. This role requires active collaboration across the company and knowledge of our services portfolio. Candidates need to be well-rounded, flexible and driven.

The Channel Customer Support Manager will focus on improving business performance, including the analysis of operational data and financials, go-to-market for new offerings, and training. The position will work hand-in-hand with functions, including offer management, centralized operations, finance and billing teams, Channel Partners and frequently present recommendations to executive level management. The role will also include working with Motorola’s Sales team (and other internal teams) to grow/enhance the assigned portfolio (new services), building customer relationships and instilling customer confidence in Motorola as a service provider, as well as contributing to Motorola’s monthly and quarterly status reports and revenue tracking.

Specific responsibilities could include but are not limited to:

• Management of issue resolution by creating an ownership point and driving accountability across multiple disciplines both internally and externally to MSI.
• Management of Channel Partner Service Agreements across multiple end users.
• Translating high-level business problems into more specific questions with data-driven analysis and recommendations; the data often needs detailed validation with stakeholders to ensure directional accuracy
• Development of business models based on key drivers to improve regional sales and operational execution. This includes training & communicating new service solutions.
• Business case creation and analysis on new services opportunities including market sizing, investment requirements, pricing, and financial returns
• Assist in preparation & analysis required for internal/external management meetings including customer, partner, staff and executive briefings

Qualifications:

• Bachelors Degree (analytical degree such as finance or business preferred)
• 4+ years of sales/customer service/engagement/project management experience
• Experience with revenue/cost analysis, market sizing & analysis, operational strategy formulation, business case development, or financial modeling
• Knowledge of Motorola Solutions’ service portfolio
• Excellent interpersonal, verbal and written communication skills
• Experience working in a highly analytical setting requiring quantitative analytics
• Experience creating executive management presentations
• Ability to think broadly and critically about a quantitative analytical problem by applying business, industry and company acumen to prove or disprove a hypothesis
• Enjoy digging into data that is not clean & requires validation, making directional recommendations with incomplete information
• Enjoy a fast-paced, collaborative, positive, people-oriented; effective multi-tasking capability

Target Base Salary Range: $95,000 - $110,000 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.

#LI-RO1

Basic Requirements

• Bachelor's Degree OR 3+ years of experience in one of the following: Field Engineering, customer service, customer support, sales support, account management.

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes