Customer Support Manager (CSM) – Enterprise Services

Job Description

Customer Support Manager | Motorola Solutions

The Tone:
This is a full-time role at Motorola Solutions, supporting Enterprise customers across the United States and Canada. Motorola Solutions builds and connects technologies that help protect people, property, and places. The company provides mission-critical digital mobile communication systems. This role is crucial for delivering the best service to valued customers, building strong, long-term business relationships, and promoting products to help build a safer future.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Remote
• Pay: $80000–$90000 yearly
• Team: Customer Support Management, collaborating with direct and indirect sales teams, and Motorola Program Managers.
• Mission: Ensure intense customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products for Enterprise customers, managing contracts and fostering service growth.
• Tech Stack: WLAN, wired infrastructures

What You’ll Actually Do
• Contract Management: Manage Enterprise contracts, overseeing the successful delivery of service products, including renewals, proposals, accurate forecasting, and meeting P&L and receivables goals.
• Relationship Building: Develop strong customer relationships by marketing sophisticated service programs, creating service account plans, and positioning Motorola for service growth.
• Service Delivery Oversight: Serve as the single point of contact for customer management, ensuring service delivery and Service Level Agreement (SLA) compliance, and driving corrective actions for concerns.
• Operational Coordination: Manage sub-contractors’ deliverables, address product quality issues, engage in case management, and assist with payment and billing issues.
• Improvement & Documentation: Identify and implement areas for service quality improvement, ensure all operational documentation is up to date, and oversee contract change management.

The Must-Haves
• Background: Bachelor’s degree OR 3+ years of experience in Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military, or Technical Services Sales.
• Experience: 3+ years in a relevant domain, managing customer relationships and service contracts. Must be a U.S. citizen capable of obtaining necessary security and background clearances required by customer contracts.
• Skills: Contract management (renewals, proposals, P&L, change management), customer relationship development, service delivery oversight, Service Level Agreement (SLA) compliance, communication with customer IT personnel regarding WLAN and wired infrastructures, willingness to travel up to 10-25% of the time, and possession of a current, valid driver’s license.