Senior Customer Support Manager - Federal Civil/LEA

The Senior Customer Support Manager (Sr. CSM) for the Civil/LEA Federal Markets Division is responsible for ensuring customer satisfaction and successful contractual project deliveries for multiple Civil/LEA accounts in the US and globally. This role involves cultivating key relationships, growing managed service product sales, achieving P&L goals, and marketing Motorola service capabilities. The Sr. CSM will also be responsible for forecasting, managing accounts, and providing support for contract management, billing, and P&L tracking.

Must Have

• Manage Federal Government Land Mobile Radio service contracts.
• Ensure successful deliveries on all services for assigned customers.
• Cultivate and develop key relationships in large customer accounts.
• Grow managed service product sales.
• Achieve P&L goals, including service billings and cost/margin performances.
• Market Motorola service capabilities.
• Perform in compliance with US Federal Government Markets Division and Motorola Solutions contracting requirements.
• Maintain customer satisfaction through the Program Management team.
• Forecast and manage applicable accounts.
• Provide contract management support, billing/receivables, P&L tracking.
• Goal-oriented self-starter with sales skills.
• Ability to successfully market and manage service support contracts for P25 and related wireless technologies.
• Establish customer relationships, make presentations, close service support sales.
• More than average skills within Excel for project revenue and margin tracking.
• 5+ years of experience in LMR, Public Safety, Project Coordination, Project Management, Account Management, Customer Support, Technical Services Sales with large Government customers, or Military experience.
• Knowledge and experience utilizing Google Suite and Microsoft business software (Word, Excel, PowerPoint).
• Ability to successfully utilize Oracle and Salesforce applications.
• US Citizen with ability to obtain US Government clearance(s).
• Legal authorization to work in the U.S. indefinitely.

Good to Have

• 5+ years of successful experience with lifecycle service account management, systems implementation/integration, LMR sales, or LMR engineering.
• Knowledge of Motorola RF systems and products.
• Experience with US Federal Government contracts performance.
• Preference for East Coast time and Central Standard time zone.
• Preference for applicants located in Western Region.

Perks & Benefits

• Incentive Bonus Plans
• Medical benefits
• Dental benefits
• Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave

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

The Senior Customer Support Manager (Sr. CSM) for the Civil/LEA Federal Markets Division is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Civil/LEA accounts located in the US, along with additional customers globally. The East Coast time and Central Standard time zone is preferred. Travel is required for customer retention and internal business activities.

Job Description

• The Sr. CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers.
• Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts.
• Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business.
• Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies.
• Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances.
• Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services.
• The Sr. CSM will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies.
• The Sr. CSM will be responsible for maintaining customer satisfaction through the Program Management team and other applicable accounts.
• The Sr. CSM could/should be expected to provide support over various time zones which the program supports (EST and CST)
• The Sr. CSM will be responsible for forecasting and managing their applicable accounts.
• The Sr. CSM provides support outside of the typical Sr. CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency.
• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for P25 and related wireless technologies.
• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.
• Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.
• Must also have more than average skills within Excel for project revenue and margin tracking.

CANDIDATE EXPECTATIONS

• 5+ years of successful experience with lifecycle service account management, systems implementation/integration, LMR sales, or LMR engineering is desired.
• Knowledge of Motorola RF systems and products is a plus
• Knowledge and experience utilizing Google Suite and Microsoft business software (e.g. Word, Excel, and PowerPoint) is required
• Job performance depends on ability to successfully utilize Oracle and Salesforce applications.
• Experience with US Federal Government contracts performance is a plus
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information. US Citizen with ability to obtain US Government clearance(s).
• The Senior Customer Support Manager (Sr. CSM) travels 25% - 50% of the time. Preference will be given to applicants located in Western Region.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

#LI-CC1

Target Base Salary Range: $89,000 - $113,500 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

• Bachelor's Degree OR 5+ years of experience in one of the following: LMR, Public Safety, Project Coordination, Project Management, Account Management, Customer Support, Technical Services Sales with large Government customers or Military experience.
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

Travel Requirements

25-50%

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.

About Us

MOTOROLA SOLUTIONS 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. Learn more at www.motorolasolutions.com.

If you are a current Motorola Solutions employee, please click this link to apply through your Workday account.