Sr. Customer Support Manager - State of Michigan

Job Description

The Sr. Customer Support Manager (Sr. CSM) is responsible for ensuring intense customer focus and satisfaction throughout the lifecycle of Motorola’s service products. This role manages government contracts, cultivates strong customer relationships, and drives service growth within a designated customer base, primarily focusing on the state of Michigan accounts.

• Act as the primary point of contact for customer management, ensuring consistent service delivery and Service Level Agreement (SLA) compliance.
• Proactively develop and maintain strong customer relationships to position Motorola Solutions for service growth.
• Routinely travel throughout the designated region (State of Michigan) to meet with customers face-to-face.
• Work with customers to understand their operational requirements, address concerns, and drive corrective actions to resolution.
• Ensure that customers have clearly documented support/service expectations and processes, identifying opportunities for additional service offerings based on their needs.
• Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations, collaborating closely with direct and indirect sales teams.
• Manage public safety and government contracts, ensuring successful delivery of service products for state and local government customers.
• Manage and maintain service scope as per service contracts, ensuring customers understand their obligations regarding service deliverables.
• Manage sub-contractors’ deliverables and adherence to agreed-upon scope and outcomes.
• Ensure timely and appropriate reporting to customers as required by service contracts.
• Oversee the change implementation into service delivery operations in coordination with customers.
• Engage as needed in the case management process to ensure proper service delivery.
• Manage product quality issues as needed (MTNs).
• Manage third-party vendors.
• Manage relationships with external partners responsible for delivering service products, including contract renewals and proposal development.
• Oversee contract P&L performance, ensuring that service billing and cost performance goals are met.
• Manage contract change management processes.
• 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.
• Assist partners, vendors, and customers with payment and billing issues.
• Manage the service contract renewal process for all assigned service agreements, including customer inventory, SOW, CSP, and vendor pricing updates.
• Execute contract documents and obtain customer purchase orders.
• Develop service account plans and profiles, outlining goals and strategies within assigned accounts.
• Work with customer and field teams to create and/or update existing Customer Support Plans (CSP).
• Create customer and service provider Statements of Work (SOW).
• Lead and manage the coordination of variation and other change request responses and implementation of approved changes.
• Work with customers on up-sell/cross-sell opportunities.
• 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 goals for assigned contracts.
• Work closely with the Motorola Project Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Identify and implement areas for improvement to ensure improved service quality and best-practice delivery.
• Ensure all operational documentation remains up to date and relevant.

Candidate Requirements:

• The Sr. CSM preferably should reside near the state of Michigan to fully support their public safety customers, we are accepting candidates from Ohio, Indiana, or Illinois as well.
• 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.

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Basic Requirements

• 2+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, 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

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
• 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.