Sr. Customer Support Manager - Houston, TX

Job Description

The Sr. Customer Support Manager (CSM) position is a customer facing position that will cover the Houston, TX market, the successful candidate will need to reside in the Houston, TX area.

The primary responsibility of the Sr. Customer Support Manager is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers.

The LCS business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors.

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 Sr.

CSM will become involved and find a solution.

Duties and Responsibilities :

The Sr. CSM is responsible for the overall success of and relationship between the Customer’s Operation, Motorola 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 (FSB’S)

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.

Assist with management of the MR assigned service contracts

Work with National System Service (NSS) for contract loading, renewals, and service contract change order requests.

Gather and provide Booking Packages to NSS for contract loading

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 Sr. CSM ensures that there are clearly documented support / service expectations and processes for the customer.

They seek to understand customer expectations and needs to ensure that their operational requirements are identified, properly supported, and if not what additional services can be proposed.

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

Create customer and service provider Statements of Work

Execute contract documents and obtain customer purchase orders

Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes,

Installation Agreements (write-up, obtain PO, and manage)

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

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

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

Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.

Achieve stated on time contract renewal goal.

Achieve stated services growth goal for assigned contracts.

Specific Knowledge / Skills :

Experience with Salesforce

3+ years customer service / support experience

Basic financial acumen

Computer skills (I.e. MS Office suite)

Customer Satisfaction mindset

Understanding of Motorola Solutions products and services

Understanding of Oracle / Services Lifecycle tool and Excel.

Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures as well as a strong command of communication skills, both oral and written.

Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.

Candidate Requirements :

• Must be able to obtain background clearance as required by government customer
• The Sr. CSM MUST live in to Houston, TX to service the public safety customers within the territory.
• The role does require minimal internal traveling (10% - 25%)

LI-CC1

This position is subject to working in high security areas governed by the US Department of Justice's "Criminal Justice Information Services (CJIS) Security Policy" and therefore requires successfully passing a more stringent fingerprint background check administered by Motorola Solutions Inc. customers.

Basic Requirements

Bachelors degree and 3+ years experience OR 6+ years of experience in one of the following : customer service, customer support, sales, account management, engineering, project management, Motorola service, or public safety experience

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

Travel Requirements

10-25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Our U.S. Benefits include :

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 9 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world.

If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions.

To request an accommodation, please email