Sr. Customer Support Manager - State of Michigan/Ohio

At Motorola Solutions, we believe that everything starts with our people. We're a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that's critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

The Senior Customer Support Manager (Sr. CSM) is responsible for maintaining a strong customer focus and ensuring satisfaction throughout the entire lifecycle of Motorola's service products. This role involves managing government contracts, building robust customer relationships, and promoting service growth within a specific customer base, primarily in Michigan and Ohio.

Customer Relationship Management & Service Delivery

• Primary Point of Contact: Serve as the main contact for customer management, guaranteeing consistent service delivery and adherence to Service Level Agreements (SLAs).

• Relationship Development: Proactively build and maintain strong customer relationships to position Motorola Solutions for service growth.

• On-site Engagement: Regularly travel throughout Michigan and Ohio to meet with customers in person.

• Operational Understanding: Collaborate with customers to understand their operational needs, address concerns, and drive resolutions through corrective actions.

• Expectation Management & Opportunity Identification: Ensure clear, documented support and service expectations, identifying opportunities for additional service offerings based on customer needs.

• Strategic Marketing: Market sophisticated and integrated service programs to various levels within customer organizations, in close collaboration with direct and indirect sales teams.

Contract and Vendor Management

• Public Safety & Government Contracts: Manage public safety and government contracts, ensuring successful delivery of service products to state and local government customers.

• Service Scope Adherence: Manage and maintain service scope as per contracts, ensuring customers understand their obligations regarding deliverables.

• Sub-contractor Oversight: Manage sub-contractors' deliverables and their adherence to agreed-upon scope and outcomes.

• Reporting & Communication: Ensure timely and appropriate reporting to customers as required by service contracts.

• Change Implementation: Oversee the implementation of changes into service delivery operations in coordination with customers.

• Case Management & Quality: Engage in the case management process as needed to ensure proper service delivery and manage product quality issues (MTNs).

• Third-Party Vendor Relationships: Manage third-party vendors and external partners responsible for delivering service products, including contract renewals and proposal development.

Financial and Administrative Oversight

• P&L Performance: Oversee contract P&L performance, ensuring service billing and cost performance goals are met.

• Contract Change Management: Manage contract change management processes.

• Contract Loading & Renewals: Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests.

• Booking Packages: Gather and provide Booking Packages to SCSO for contract loading.

• Billing & Payment Support: Assist partners, vendors, and customers with payment and billing issues.

Service Agreement & Planning

• Renewal Process Management: Manage the service contract renewal process for all assigned service agreements, including customer inventory, SOW, CSP, and vendor pricing updates.

• Contract Execution: Execute contract documents and obtain customer purchase orders.

• Account Planning: Develop service account plans and profiles, outlining goals and strategies within assigned accounts.

• Customer Support Plans (CSP): Collaborate with customer and field teams to create and/or update existing Customer Support Plans (CSP).

• Statements of Work (SOW): Create customer and service provider Statements of Work (SOW).

• Change Request Leadership: Lead and manage the coordination of variation and other change request responses and the implementation of approved changes.

Growth & Performance

• Up-sell/Cross-sell Opportunities: Work with customers on up-sell/cross-sell opportunities.

• Financial Forecasting: Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.

• Goal Achievement: Achieve stated on-time contract renewal and service growth goals for assigned contracts.

• Project Transition: Work closely with the Motorola Project Manager (PM) to ensure a smooth transition from project implementation to warranty support and service delivery.

• Continuous Improvement: Identify and implement areas for improvement to ensure enhanced service quality and best-practice delivery.

• Documentation: Ensure all operational documentation remains up-to-date and relevant.

Candidate Requirements:

• The Sr. CSM preferably should reside near the state of Michigan and/or the state of Ohio to fully support their public safety customers, we are accepting candidates from 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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Target Base Salary Range: $90,000 - $115,000 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.

• 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.

Our U.S.Benefitsinclude:

• Incentive Bonus Plans

• Medical, Dental, Visionbenefits

• 401K with Company Match

• 10 Paid Holidays

• GenerousPaidTime Off Packages

• Employee Stock Purchase Plan

• PaidParental & 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 thisReasonable Accommodations Formso we can assist you.