Customer Support Manager - Western Pennsylvania

Customer Support Manager

The Customer Support Manager (CSM) is responsible for ensuring intense customer focus and satisfaction throughout the lifecycle of Motorola's service products. This role manages State and Local Government contracts, cultivates strong customer relationships, and drives service growth within a designated customer base, primarily focusing on Western Pennsylvania.

Responsibilities include:

• Acting as the primary point of contact for customer management, ensuring consistent service delivery and Service Level Agreement (SLA) compliance.
• Proactively developing and maintaining strong customer relationships to position Motorola Solutions for service growth.
• Routinely traveling throughout the designated region (Western Pennsylvania) to meet with customers face-to-face.
• Working with customers to understand their operational requirements, address concerns, and drive corrective actions to resolution.
• Ensuring 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.
• Managing government contracts, ensuring successful delivery of service products for state and local government customers.
• Managing and maintaining service scope as per service contracts, ensuring customers understand their obligations regarding service deliverables.
• Managing sub-contractors' deliverables and adherence to agreed-upon scope and outcomes.
• Ensuring timely and appropriate reporting to customers as required by service contracts.
• Overseeing the change implementation into service delivery operations in coordination with customers.
• Engaging as needed in the case management process to ensure proper service delivery.
• Managing product quality issues as needed (MTNs).
• Managing third-party vendors.
• Managing relationships with external partners responsible for delivering service products, including contract renewals and proposal development.
• Overseeing contract P&L performance, ensuring that service billing and cost performance goals are met.
• Managing contract change management processes.
• Working with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.
• Gathering and providing Booking Packages to SCSO for contract loading.
• Assisting partners, vendors, and customers with payment and billing issues.
• Managing the service contract renewal process for all assigned service agreements, including customer inventory, SOW, CSP, and vendor pricing updates.
• Executing contract documents and obtaining customer purchase orders.
• Developing service account plans and profiles, outlining goals and strategies within assigned accounts.
• Working with customer and field teams to create and/or update existing Customer Support Plans (CSP).
• Creating customer and service provider Statements of Work (SOW).
• Leading and managing the coordination of variation and other change request responses and implementation of approved changes.
• Working with customers on up-sell/cross-sell opportunities.
• Participating in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
• Achieving stated on-time contract renewal goal.
• Achieving stated services growth goals for assigned contracts.
• Working closely with the Motorola Project Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
• Identifying and implementing areas for improvement to ensure improved service quality and best-practice delivery.
• Ensuring all operational documentation remains up to date and relevant.

Candidate Requirements:

• The CSM must reside in the state of Pennsylvania (preferably the Western Region) to fully support their customers.
• 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.

Target Base Salary Range: $85,000 - $110,000 USD

Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

Basic Requirements:

• 4+ 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.