Customer Support Manager (CSM)

Job Description

Customer Support Manager | Motorola Solutions

The Tone:
This is an experienced role at Motorola Solutions, focused on the South Asia Sub Region. Motorola Solutions builds and connects technologies that help protect people, property, and places. This role is crucial in delivering Lifecycle Service products for government contracts, ensuring customer satisfaction and driving service growth to help build a safer future for communities, schools, hospitals, and businesses.

The TL;DR
• Role: Experienced
• Type: Full Time
• Location: In-person – South Asia Sub Region (Travel Under 25%)

• Team: Managed & Support Services – South Asia Sub Region
• Mission: To ensure intense customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products, managing government contracts and driving service growth.
• Tech Stack:

What You’ll Actually Do
• Customer Satisfaction: Provide intense and appropriate customer focus and satisfaction throughout the entire delivery lifecycle of Motorola’s Lifecycle Service products.
• Government Contracts: Manage government contracts with full responsibility for the successful delivery of Service products to local government customers, ensuring all contractual obligations are met.
• Partner Management: Oversee and manage relationships with external partners who are integral to delivering Service products to customers, fostering effective collaboration.
• Financial Management: Drive contract renewals, develop proposals, ensure accurate forecasting, create comprehensive Statements of Work, and meet critical P&L and receivables goals. This includes closely overseeing contract P&L performance, focusing on service billing and cost performance.
• Strategic Growth: Market sophisticated and integrated service programs across various layers within customer organizations, working in close collaboration with both direct and indirect Sales teams. Develop robust service account plans, profiles, goals, and strategies for assigned accounts with a major emphasis on developing customer relationships that will position Motorola for sustained Service growth.

The Must-Haves
• Background: Managerial. Expertise in leading complex, large-scale programs of work and team delivery. Specific experience in the successful execution of mission-critical radio communications projects, particularly within the government sector, is essential.
• Experience: Ideally 8+ years of experience managing complex programs and ensuring successful team delivery. This includes demonstrated experience in managing large, cross-cultural multi-skilled teams, prior divisional management, and a strong background in financial, commercial, and budget management. Direct experience with the government sector is a key requirement.
• Skills: Proficient in contract management, including renewals, proposals, and Statements of Work. Strong capabilities in financial performance management, including P&L oversight, billing, cost control, and receivables. Expertise in customer relationship development, strategic account planning, and external partner management is also critical.
• Bonus: A deep understanding of the cultural diversity within the Asia Pacific region and the inherent complexities of services-led deals. Demonstrated high credibility with customers, executive presence, and the ability to operate effectively within a multinational organizational setting, including regular interfacing with international teams in the EU and US.