Sr. Customer Support Manager - Washington & Oregon

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 within the state of Oregon and Washington.

• 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 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 the management of the MR assigned service contracts.

• Work with the Service Contract and Software Operations (SCSO) for contract loading, renewals, and service contract change order requests.

• Gather and provide Booking Packages to SCSO for contract loading.

• Work closely with the Motorola Solutions 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

Candidate Skills:

• Experience with Salesforce

• Basic financial acumen

• Computer skills (I.e. MS Office suite)

• Customer Satisfaction mindset

• Understanding of Oracle / Services Lifecycle tool and Excel is preferred

• Strong working knowledge of the Customer Call Center and the Network Operations Center offerings and procedures is preferred

• Strong command of communication skills, both oral and written

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

Candidate Requirements:

• The Sr. CSM MUST reside in the state of Washington or Oregon to service Public Safety customers in the territory. The Sr. CSM role requires 25% - 50% travel.
• Must be able to obtain background clearance as required by government customer

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