Sr Customer Support Manager/System Manager

Senior Customer Support Manager (CSM)

The primary responsibility of the Senior Customer Support Manager (CSM) is to effectively and efficiently manage the business for their assigned customer contracts and ensure customer satisfaction with Motorola Public Safety Customers. The 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 Senior CSM will become involved and find a solution.
Duties and Responsibilities:
The Senior CSM is responsible for the overall success of and relationship between the Customer's Operation, Motorola Subcontractors, and Motorola. Key responsibilities include:
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.
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 National Support Service team for contract loading, renewals, and service contract change order requests.
Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
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
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
Additional Experience:
Must have excellent interpersonal communication and presentation skills with the ability to relate to internal and external stakeholders
Commercial awareness: Be able to develop and engage current accounts as well as identify new business opportunities in current and prospect clients
Strong Computer skills (I.e. MS Office, Google Suite)
​Must be a self motivated team player able to work effectively with general guidance toward objectives
Analytical mindset: Able to solve complex problems and situations.
Understanding of ITIL processes
Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures.
Ability to communicate with customer IT personnel regarding WLAN and wired infrastructures.
General understanding of communications industry trends and their impact on customer's future needs
Understanding of Oracle / Services Lifecycle tools
Understanding of Distributed Telecommunications systems
Candidate Requirements:
Must be willing to travel throughout the designated region 25-50% of the time.
Must be able to obtain background clearance as required by government customer.
Ideally targeting a Senior CSM that can perform responsibilities in both English and French.
Candidates should be located within Quebec.
Basic Requirements:
3+ years of experience in one of the following: Lifecycle Services, Account Management, Management, Customer Service, Sales, Systems Implementation, Integration, LMR Sales, LMR Engineering, Customer Support, Customer Account Management, Project Management, Public Safety, Military or Technical Services Sales.
Must be able to obtain background clearance as required by government customer.
Travel Requirements: 25-50%
Relocation Provided: None
Position Type: Experienced
Referral Payment Plan: Yes
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.