Customer Support Manager - State of Arizona

Summary

Motorola Solutions develops technologies that help protect people, property, and communities through mission-critical communications and public safety solutions. The Customer Support Manager manages Lifecycle Service business for assigned Arizona customer contracts, ensuring customer satisfaction, service delivery, contract compliance, renewals, forecasting, and relationship management with customers, subcontractors, and internal teams.

Responsibilities

• Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance
• Address customer concerns promptly and drive corrective action plans to resolution
• Manage and maintain contract scopes of service, ensuring customers clearly understand their commitments and obligations
• Provide customers with timely, accurate reporting as required by service agreements
• Facilitate smooth transitions from project implementation to warranty support and service delivery in close collaboration with the Motorola Solutions Project Manager. This includes documenting support/service expectations and processes, identifying operational requirements, and spotting potential additional service opportunities
• Collaborate with customers and field teams to develop and maintain Customer Support Plans (CSPs)
• Partner with customers to identify and capitalize on up-sell and cross-sell opportunities
• Oversee deliverables, scope adherence, and service outcomes for subcontractors and third-party vendors
• Manage product quality issues (Field Service Bulletins / FSBs) as needed
• Engage actively in the case management process to guarantee proper service delivery
• Assist partners and vendors in resolving payment and billing inquiries
• Manage the service contract renewal process for assigned lower-complexity agreements, including inventory updates, Statement of Work (SOW) updates, CSP updates, and third-party vendor pricing adjustments
• Handle Installation Agreements, including drafting documentation, acquiring Purchase Orders (POs), and ongoing PO management
• Lead and coordinate responses to variations and change requests, ensuring approved changes are successfully implemented
• Oversee the integration of operational changes into service delivery, in alignment with the customer
• Manage overall contract change management activities as needed
• Assist team members with managing assigned service contracts during peak workloads or as required
• Partner with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests
• Gather and submit complete Booking Packages to SCSO for prompt contract loading
• Identify and implement process improvements to enhance overall service quality and drive best-practice delivery
• Ensure all operational and account documentation remains accurate, current, and relevant
• Participate in forecasting revenue and margins for Maintenance Agreements, Work Tickets, and Installations
• Achieve target goals for on-time contract renewals and service revenue growth across assigned accounts

Skills

• Basic understanding of cybersecurity principles
• Hands-on experience with Salesforce
• Strong written and verbal communication skills
• Proficiency in Google Suite and Microsoft Office Suite
• Basic financial acumen and business literacy
• A strong customer-focused, service-oriented mindset
• Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure
• The CSM must be willing to travel throughout the designated region and meet with and fully support customers face to face on a regular and ongoing cadence
• The role does require minimal internal traveling (10% - 25%)
• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• 3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales
• Under 25%
• None
• Familiarity with Oracle/Services Lifecycle tools and advanced Excel capabilities
• Strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures

Qualifications

Must Haves

• Basic understanding of cybersecurity principles
• Hands-on experience with Salesforce
• Strong written and verbal communication skills
• Proficiency in Google Suite and Microsoft Office Suite
• Basic financial acumen and business literacy
• A strong customer-focused, service-oriented mindset
• Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure
• The CSM must be willing to travel throughout the designated region and meet with and fully support customers face to face on a regular and ongoing cadence
• The role does require minimal internal traveling (10% - 25%)
• Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contract
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• 3+ years of experience in one of the following: Lifecycle Service Account Management, Sales, Customer Service, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Cyber Security, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales
• Under 25%
• None

Nice to Haves

• Familiarity with Oracle/Services Lifecycle tools and advanced Excel capabilities
• Strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures

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