Associate Customer Support Manager

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

Our people are on the front lines of our organization, building strong, long term business relationships and promoting our mission critical communication products and services to our valued State & Local Government customers. The Associate Customer Support Manager delivers exceptional service to our customers, always. We pride ourselves on our knowledge, expertise and ability to solve problems efficiently and effectively. This exciting new opportunity is supporting State & Local Government in New Jersey, New York, Connecticut, Massachusetts, New Hampshire, Maine, Vermont, Rhode Island.

Job Description

In this challenging and rewarding role you will have full responsibility for a portfolio of customers across your stated territory. Using your expert customer service skills and the wealth of knowledge that will surround you on this team, you will ensure customer satisfaction during the delivery of Motorola’s Lifecycle Services (LCS) products to State & Local Government customers. As a team player, you will be responsible for marketing sophisticated and integrated service programs to multiple layers within our customer organizations, working closely with the Direct and Indirect Sales teams.  

The ACSM 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 Solutions for service growth throughout the designated customer base. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the ACSM will become involved and find a solution. 

Main responsibilities also include the following:

• Relationship Management
• Contract Renewals
• Proposals
• Accurate Forecasting
• Compliance (Governmental and Motorola contracting requirements and procedure)
• P&L Performance
• Working To Targets / Goals

Duties and Responsibilities:

• The ACSM is responsible for the overall success and relationship between the Customer’s Operation, Subcontractors, and Motorola Solutions.

• 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 via Motorola Technical Notices (MTN)

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

• Gather and provide Booking Packages to SCSO team for contract loading and activations

• 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 ACSM ensures that there are clearly documented support/service expectations and processes for the customer. They seek to understand customer expectations an