The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.
The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers.
overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams.
The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.
Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base.
Must be willing to travel throughout the designated region.
Duties and Responsibilities
The CSM is responsible for the overall success and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola.
Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
Work with customers to discuss concerns and drive corrective actions to closure.
Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.
Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
Manage product quality issues as needed (MTNs).
Engage as needed in the case management process to ensure proper service delivery.
Assist partners and vendors as needed with payment and billing issues.
Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
Ensure all operational documentations remain up to date and relevant.
Manage third party vendors as needed.
Manage contract change management as needed.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
As a part of this process, the Associate CSM ensures that there are clearly documented support / service expectations and processes for the customer.
They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.
Work with customer and field support teams to create and / or update existing Customer Support Plans (CSP).
Create customer and service provider Statements of Work.
Execute contract documents and obtain customer purchase orders.
Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes, Installation Agreements (write-up, obtain PO, and manage).
Lead and manage the coordination of variation and other change request response and implementation of approved changes.
Oversee the change implementation into service delivery operations in coordination with Customer.
Work with customers on up-sell / cross-sell.
Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
Achieve stated on time contract renewal goal.
Achieve stated services growth goal for assigned contracts.
Must be available after-hours for escalation management.
Manages in a technical role and provides technical support lead to team members
Provide technical guidance to the team in support of the client as well as in the members technical development. Ensures the engineers are current on the latest upgrades and or release.
Accurately document product issues and convey workarounds and fixes to customers.
Specific Knowledge / Skills
Highly organized, strong attention to detail, capable of significant multi-tasking in a fast-paced environment and follows all tasks through to completion.
Ability to communicate clearly (both written and verbal) and act as a professional representative.
Ability to understand and communicate Motorola sold services based on proposal and contract / award documents.
Ability to collaborate and maintain professional relationships with key work partners across the corporation and third party vendors for achieving timely business objectives.
Ability to think strategically and work self-sufficiently through day-to-day challenges that arise with both internal support organizations, Motorola service provides, and customers.
Proficient in Google and Microsoft applications with a willingness to learn and utilize new tools within the organization.
Knowledge of Motorola RF radio system products and services would be an advantage.
Referral Payment Plan