Customer Support Manager

Company Overview

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.

Department Overview

EMEA Support Services

At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Job Description

The Customer Support Manager (CSM) acts as the customer advocate and is the focal point with regards to all Customer service related escalations relating to their mission-critical systems.  Such systems include Land Mobile Radio solutions, Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT), through to Two-way Radio products.

This position is for someone typically transitioning from a technical or business role to a Customer facing operations role, whose responsibilities will include ensuring that the contractual commitments are met or exceeded for the ongoing support contracts, within the countries and accounts assigned.

The CSM is also responsible for driving services growth, by promoting support services, either as part of a new solution sale or as a standalone service.

This position requires a high degree of customer engagement, sales support skills coupled with program planning, and technical knowledge of the various systems and subsystems that form the portfolio.  Ideally, experience in working within the delivery or support of complex software solutions will be a benefit.

Scope of Responsibilities:

Operations:

• The Customer advocate, providing Customers with a single point of contact, to ensure service delivery and Service Level Agreements (SLA) compliance, including ensuring the correct level of quality escalations and timely resolutions are carried out

• Maintains product and software lifecycle plans including ensuring plans are provided/maintained from third party vendors

• Manages sub-contractors deliverables and adherence against Customer contractual commitments

• Executes the support service business plan, manage and report orders, revenue and costs, including identifying and implementing areas for improvement to ensure improved service margin, quality and best practice delivery

• Ensure a smooth transition from project implementation to warranty support and service delivery

• Manage the service contract renewal process for all assigned service agreements
   

Business Development:

• Engage with the Customer to identify upsell opportunities within existing accounts, including software support solutions that are adapted to the Customers operational needs, capabilities and in turn mitigate the Customers operational risks

• Support the account managers when engaging with the Customers including; Customer meetings, financial and commercial negotiations, road shows, etc.

• Support the Pre-sales team with tender/proposal costs, risks & pricing, including supporting the Procurement team in sub-contractor scope, SLA’s, commercial negotiations and contract set-up

Basic Requirements

Expectations:

Personal skills, work and management style:

• Excellent communication skills in English (verbal, written and presentation)

• Experience either within a Level 2 Technical Support Operations, Project Management, or Customer Support business environment including the ability to work with the Customer / End users at both Management and User levels

• Effective stakeholder management skills (internal and external), including the ability to articulate ideas clearly and concisely

• Ability to plan, prioritise and meet strict deadlines, with a business, commercial and financial acumen inclu