Customer Support Manager – Team Lead
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Job Description
Customer Support Manager Team Lead overseeing Managed & Support Services for Motorola in North America. Focus on customer satisfaction, revenue growth, and relationship management with public safety clients.
Responsibilities:
- Responsible for the execution of all aspects of the Managed & Support Services business for the Enterprise Markets located throughout North America.
- Accountable for the sustainment and management of all mission critical customer communications system contracts.
- Manage the Managed & Support (M&S) Services business for assigned customer contracts and ensure customer satisfaction.
- Responsible for the overall success of and relationship between the Customer’s Operation, Motorola Subcontractors, and Motorola Solutions.
- Lead the Managed & Support services organization consisting of Customer Support Managers, responsible for hiring, onboarding, coaching, and performance management.
- Oversees all day to day operations including revenue forecasting, cost management, customer satisfaction, and M&S services activities in collaboration with Sales team.
- Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
- Manage and maintain services scope as per services contract and ensure customer obligations.
- Ensure customers receive appropriate reporting as required by the Services Contract.
- Manage third party vendors and contract change management as needed.
- Work closely with the Motorola Project Managers for smooth transitions from project implementation to service delivery.
- Participate in the accurate forecasting of revenue recognition and margin related to Maintenance Agreements and Install Agreements.
Requirements:
- Bachelor's degree and 3+ years experience OR 6+ years of experience in people management, customer service, customer support, sales support, account management, or public safety experience
- Basic financial acumen
- Strong communication skills, both oral and written
- Strong computer skills (I.e. MS Office or G-suite)
- Strong relationship management skills
- Knowledge of the Central Managed Services Organization’s (CMSO) offerings and procedures
- Knowledge of Motorola Solutions products and services
- Customer Satisfaction mindset
- Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
- Must reside within a commutable distance to a major metro airport.
- Willingness to travel up to 25%+ of the time based on customer needs.
- Must possess a current, valid driver's license and maintain a clean driving record.
- Must be able to obtain and maintain background clearance as required by customer(s).
Benefits:
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
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