Senior Customer Support Manager – Illinois, Texas, Georgia, East Coast

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

Motorola Solutions is a global leader in professional mobile communications, boasting a distinguished legacy of technological innovation and an extensive international footprint of installed systems. Our primary focus is the delivery and implementation of mission-critical digital mobile communication systems tailored for Enterprise Market customers.

Job Description

• The Senior Customer Support Manager (Sr. CSM) ensures high levels of customer satisfaction and focus throughout the delivery of Motorola’s Lifecycle Service products.

• Act as the primary point of contact for clients, managing service delivery and maintaining compliance with Service Level Agreements (SLA).

• Oversee Enterprise Market contracts, taking responsibility for the effective execution and delivery of service products to these customers.

• Cultivate and strengthen customer relationships to drive service growth within the designated customer base, requiring regular face-to-face meetings and travel across North America.

• Develop comprehensive service account plans, profiles, and strategic goals for assigned accounts.

• Partner with direct and indirect sales teams to market complex, integrated service programs to various levels within customer organizations.

• Collaborate with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests, including the preparation of Booking Packages.

• Manage external partner relationships concerning proposals, forecasting, statements of work, P&L management, and receivables goals.

• Coordinate with Motorola Project Managers to ensure a seamless transition from the project implementation phase to warranty support and ongoing service delivery.

• Draft and maintain Customer Support Plans (CSP) and Statements of Work (SOW) for both customers and service providers.

• Monitor subcontractor performance to ensure adherence to agreed-upon scopes and deliverables.

• Address customer concerns, manage product quality issues, and implement corrective actions to ensure high-quality service and best practices.

• Participate in revenue and margin forecasting for maintenance agreements and installations, while working toward specific renewal and growth targets.

• Liaise with customer IT staff regarding WLAN and wired infrastructure requirements.

• Identify up-sell and cross-sell opportunities within existing accounts to expand the service portfolio.

• Provide necessary reporting as dictated by service contracts and assist with billing or payment inquiries.

• Maintain up-to-date operational documentation to support effective service delivery.

Candidate Requirements:

• Must be a U.S. citizen with ability to obtain necessary security clearance as required by customer contracts.

• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position.

• Must reside within a commutable distance to a major metro airport.

• Willingness to travel up to 10% - 25% of the time based on customer needs.

• Must possess a current, valid driver's license and maintain a clean driving record.

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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.

Basic Requirements

• 4+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military