Sr. Customer Support Manager - State of Michigan/Ohio

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

Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.

Job Description

The Sr. Customer Support Manager (Sr. CSM) is responsible for ensuring intense customer focus and satisfaction throughout the lifecycle of Motorola’s service products. This role manages government contracts, cultivates strong customer relationships, and drives service growth within a designated customer base, primarily focusing on the state of Michigan and the state of Ohio accounts.

• Act as the primary point of contact for customer management, ensuring consistent service delivery and Service Level Agreement (SLA) compliance.

• Proactively develop and maintain strong customer relationships to position Motorola Solutions for service growth.

• Routinely travel throughout the designated region (State of Michigan and Ohio) to meet with customers face-to-face.

• Work with customers to understand their operational requirements, address concerns, and drive corrective actions to resolution.

• Ensure that customers have clearly documented support/service expectations and processes, identifying opportunities for additional service offerings based on their needs.

• Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations, collaborating closely with direct and indirect sales teams.

• Manage public safety and government contracts, ensuring successful delivery of service products for state and local government customers.

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

• Manage sub-contractors’ deliverables and adherence to agreed-upon scope and outcomes.

• Ensure timely and appropriate reporting to customers as required by service contracts.

• Oversee the change implementation into service delivery operations in coordination with customers.

• Engage as needed in the case management process to ensure proper service delivery.

• Manage product quality issues as needed (MTNs).

• Manage third-party vendors.

• Manage relationships with external partners responsible for delivering service products, including contract renewals and proposal development.

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

• Manage contract change management processes.

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

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

• Assist partners, vendors, and customers with payment and billing issues.

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

• Execute contract documents and obtain customer purchase orders.

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

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

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

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

• Work with customers on up-sell/cross-sell opportunities.

• Participate in the forecasting of revenue and