Federal DoD Customer Support Manager - Remote

Company Overview

At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters.

Department Overview

The Customer Support Manager (CSM) for the US Federal DoD Government Markets is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Department of Defense accounts located in the Western US, along with additional customers on the East Coast relative to a particular DOD account. The West Coast time zone is preferred. Travel is required for customer retention and internal business activities.

Job Description

• The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers. 

• Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts. 

• Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business. 

• Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies. 

• Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances. 

• Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services. 

• The CSM will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies. 

• The CSM will be responsible for maintaining customer satisfaction through the Program Management team of the United States Air Force and other applicable accounts.

• The CSM could/should be expected to provide support over various time zones which the program supports and some East Coast locations.

• The CSM provides support outside of the typical CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency.

• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for Project 25 and related wireless technologies. 

• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.  

• Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams. 

• Must also have more than average skills within Excel for Project revenue and margin tracking.  Pivot table knowledge is a must.

CANDIDATE EXPECTATIONS

• 5+ years of successful experience with lifecycle service account management, systems implementation/ integration, LMR sales, or LMR engineering is desired.
• Knowledge of Motorola RF systems and products is a plus
• Knowledge and experience utilizing Microsoft business software (e.g. Outlook, Word, Excel, and PowerPoint) is required
• Job performance depends on ability to successfully utilize Oracle and Salesforce applications.
• Experience with US Federal Government contracts performance is a plus
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information. US Citizen with ability to obtain US Government clearance(s). 
• The Customer Support Manager (CSM) travels 25% - 50% of the time. Preference