Customer Service Manager

Company Overview

Motorola Solutions is there for our customers when everything is on the line.
In extreme moments -- when a hurricane lands or when a fire breaks out. And in
everyday moments -- when a package arrives just in time for the holiday or
when a child doesn't miss the school bus home.
We unify voice, data, video and analytics in one integrated ecosystem to
enable individuals, businesses and communities to work together in more
powerful ways. To help people make better decisions, act confidently and be
their best in the moments that matter. Bring your passion, potential and
talents to Motorola Solutions and connect with a career that matters.

Department Overview
At Motorola Solutions, we create technologies our customers refer to as their
lifeline. Our technology platforms in communications, software, video and
services help our customers work safely and more efficiently. Whether it's
helping firefighters see through smoke, enabling police officers to see around
street corners, or reliably keeping the lights on in homes and businesses
around the world, our work supports those who put their lives on the line to
keep us safe. Bring your passion, potential and talents to Motorola Solutions,
and help us usher in a new era in public safety and security.

Job Description*
The Customer Support Manager (CSM) acts as the customer advocate and is the
focal point with regards to all Customer service related escalations relating
to their mission-critical systems. Such systems include Land Mobile Radio
solutions, Software solutions such as Mission Critical Broad Band Push to
Talk
(MCPTT), through to Two-way Radio products.
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.
This 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
benefit.
Scope of Responsibilities / Expectations
Operations
* The 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 out
* Maintains product and software lifecycle plans including ensuring plans are provided/maintained from third party vendors
* Manages sub-contractors deliverables and adherence against Customer contractual commitments
* Executes 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 delivery
* Ensure a smooth transition from project implementation to warranty support and service delivery
* Manage the service contract renewal process for all assigned service agreements
B usiness Development
* Engage 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 risks
* Support 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-up
*

Basic Requirements
Personal skills, work and management style

* Excellent communication skills in both English and Arabic (verbal, written and presentation)
* 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 levels
* Effective stakeholder management skills (internal and external), including the ability to articulate ideas clearly and concisely
* Ability to plan, prioritise and meet strict deadlines, with a business, commercial and financial acumen including strong analytical skills
* Capable of working through commercial issues and recommending courses of action with experience of problem solving and conflict resolution
* Self-motivated and the ability to effectively prioritise and multi-task, demonstrate flexibility and ownership within a fast-changing and ambiguous environment
Educational Background
Successful candidates are likely to hold either a Bachelor 's degree from
an accredited institution within a business or technical field, OR a minimum
of ten years' experience working in an external customer interfacing role
specifically in the Telecommunications, Software Enterprise or IT Industry.

Security Clearance
All applicants must be willing to undergo detailed security vetting checks
based on country and customer requirements.

Travel Requirements
‎25-‎50%

Relocation Provided
None

Position Type
Experienced

Referral Payment Plan

No