Customer Support Manager

At Motorola Solutions, we’re guided by a shared purpose – helping people be their best in the moments that matter – and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We’re solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That’s mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We’re solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that’s critical to connect those in need with those who can help. The work we do here matters.

Department Overview

Managed Services and Support UN Middle East and Africa

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

Business 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 English (verbal, written and presentation). Also local languages will be appreciated (Arabic 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 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 higher technical qualification plus a minimum of 5 years military experience, OR a minimum of ten years’ experience working in an external customer interfacing role specifically in the Telecommunications, Software Enterprise or IT Industry.