Customer Support Manager

Job Description

Customer Support Manager | Motorola Solutions

The Tone:
This is a full-time role at Motorola Solutions, located in the State of Arizona. Motorola Solutions builds and connects technologies that help keep people safer everywhere, from public safety organizations to schools and hospitals. This role is crucial for ensuring public safety customers in Arizona receive exceptional service for their mission-critical communication systems, contributing directly to community safety.

The TL;DR
• Role: Full Time
• Type: Full Time
• Location: Arizona (Field-based, travel required)
• Pay: $70000–$85000 yearly
• Mission: To effectively and efficiently manage Lifecycle Service (LCS) business for assigned Arizona public safety customer contracts, ensuring maximum customer satisfaction.
• Tech Stack: Salesforce, Google Suite, Microsoft Office Suite, Oracle/Services Lifecycle tools, advanced Excel

What You’ll Actually Do
• Customer Satisfaction: Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance for Public Safety customers in Arizona.
• Service Contract Management: Manage the full lifecycle of assigned lower-complexity service contracts, including renewals, scope adherence, deliverables, and financial aspects with customers and subcontractors.
• Issue Resolution & Improvement: Proactively intervene to drive resolution for service delivery issues, manage product quality concerns, and identify process improvements to enhance service quality.
• Account Growth & Documentation: Partner with customers to identify and capitalize on up-sell and cross-sell opportunities, forecast revenue, and ensure all operational and account documentation is accurate and current.
• Transition & Coordination: Facilitate smooth transitions from project implementation to warranty and service delivery, collaborating with project managers and field teams to develop Customer Support Plans.

The Must-Haves
• Background: Manager level, with a foundational understanding of Lifecycle Service Account Management or related fields within public safety or technical services.
• Experience: 3+ years in Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales; hands-on experience with Salesforce.
• Skills: Strong written and verbal communication, proficiency in Google Suite and Microsoft Office Suite, basic financial acumen, customer-focused mindset, and ability to communicate with customer IT personnel regarding WLAN and wired infrastructure.
• Bonus: Familiarity with Oracle/Services Lifecycle tools, advanced Excel capabilities, strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures, willingness to travel throughout Arizona (10%-25% minimal internal travel), and eligibility for US security clearance.