Sr. Customer Support Manager - State of Georgia

The Senior Customer Support Manager (Sr. CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.

The Sr. CSM manages government contracts with responsibility for 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 Solutions for Service growth throughout the designated customer base.
• 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 (FSB’S / MTN’s)
• 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 practice delivery
• Ensure all operational documentation remain up to date and relevant
• Manage third party vendors
• Manage contract change management
• Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.
• Gather and provide Booking Packages to SCSO for contract loading
• Work closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• The Sr. CSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.
• 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
• Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage)
• 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