Customer Support Manager - Federal Civil/LEA

MOTOROLA SOLUTIONS INC • Lakewood, OH • 2h ago

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

The Customer Support Manager (CSM) for the Civil/LEA Federal Markets Division is responsible for ensuring customer satisfaction, contractual projects, and identifies new sales opportunities for multiple Civil/LEA accounts located in the US, along with additional customers globally. The East Coast time zone is preferred. Travel is required for customer retention and internal business activities.

Job Description

The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers.

Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts.

Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business.

Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies.

Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances.

Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services.

The CSM will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies.

The CSM will be responsible for maintaining customer satisfaction through the Program Management team and other applicable accounts.

The CSM could/should be expected to provide support over various time zones which the program supports.

The CSM will be responsible for forecasting and managing their applicable accounts.

The CSM provides support outside of the typical CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency.

Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for P25 and related wireless technologies.

Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities.

Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams.

Must also have more than average skills within Excel for project revenue and margin tracking.

CANDIDATE EXPECTATIONS

5+ years of successful experience with lifecycle service account management, systems implementation/integration, LMR sales, or LMR engineering is desired.

Knowledge of Motorola RF systems and products is a plus

Knowledge and experience utilizing Google Suite and Microsoft business software (e.g. Word, Excel, and PowerPoint) is required

Job performance depends on ability to successfully utilize Oracle and Salesforce applications.

Experience with US Federal Government contracts performance is a plus

Applicants selected may be subject to a government security investigation a

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