Customer Support Manager

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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.
Department Overview Managed Services and Support
- Middle East and AfricaJob DescriptionThe Customer Support Manager (CSM) will own the post-sale support relationship and support services for mission-critical communications customers in an assigned set of countries. The CSM will be the customer's advocate and single business-level point of contact for MSI products and systems such as Land Mobile Radio (LMR), Mission Critical Push-to-Talk (MCPTT) software, through to two-way radio solutions. This position is for someone typically transitioning from a technical or business role to a Customer facing operations role, whose responsibilities will include ensuring that the contractual commitments are met or exceeded for the ongoing support contracts, within the countries and accounts assigned. The CSM is also responsible for driving services growth, by promoting support services, either as part of a new solution sale or as a standalone service.
Scope of Responsibilities / Expectations OperationsThe Customer advocate, providing Customers with a single point of contact, to ensure service delivery and Service Level Agreements (SLA) compliance, including ensuring the correct level of quality escalations and timely resolutions are carried outMaintains product and software lifecycle plans including ensuring plans are provided/maintained from third party vendorsManages sub-contractors deliverables and adherence against Customer contractual commitmentsExecutes the support service business plan, manage and report orders, revenue and costs, including identifying and implementing areas for improvement to ensure improved service margin, quality and best practice deliveryEnsure a smooth transition from project implementation to warranty support and service deliveryManage the service contract renewal process for all assigned service agreementsBusiness DevelopmentEngage with the Customer to identify upsell opportunities within existing accounts, including software support solutions that are adapted to the Customers operational needs, capabilities and in turn mitigate the Customers operational risksSupport the account managers when engaging with the Customers including; Customer meetings, financial and commercial negotiations, road shows, etc.
Support the Pre-sales team with tender/proposal costs, risks & pricing, including supporting the Procurement team in sub-contractor scope, SLA’s, commercial negotiations and contract set-upBasic RequirementsThis position requires a high degree of customer engagement, sales support skills coupled with program planning, and technical knowledge of the various systems and subsystems that form the portfolio. Ideally, experience in working within the delivery or support of complex software solutions will be a benefitPersonal skills, work and management styleExcellent communication skills in English (verbal, written and presentation). Also local languages will be appreciated (Arabic and/or French)Experience either within a Level 2 Technical Support Operations, Project Management, or Customer Support business environment including the ability to work with the Customer / End users at both Management and User levelsEffective stakeholder management skills (internal and external), including the ability to articulate ideas clearly and conciselyCapable of working through commercial issues and recommending courses of action with experience of problem solving and conflict resolutionSelf-motivated and the ability to effectively prioritise and multi-task, demonstrate flexibility and ownership within a fast-changing and ambiguous environmentFocus on customers. Follow up until problems are resolved and act as a trusted resource who knows the customer's missionKnowledge of digital radio communications, LMR, IP networking, ITIL and computer systems, or holding a professional certification such as PMP or ITIL is a plus.
Security ClearanceAll applicants must be willing to undergo detailed security vetting checks based on country and customer requirements.
TravelTravel will be no less than 25% of the time in the assigned region.
Educational BackgroundSuccessful candidates must hold a Bachelor’s degree from an accredited institution within a business administration, Telecommunications, engineering or computer science.
Travel Requirements25-50%Relocation ProvidedNonePosition TypeExperiencedReferral Payment PlanNo CompanyMotorola Solutions UK Limited-DDAEEO StatementMotorola Solutions is an Equal Opportunity Employer. All quali