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Customer Support Manager

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About the position

Responsibilities

  • Manage government contracts and ensure successful delivery of service products for local government customers.
  • Oversee relations with external partners responsible for delivering service products.
  • Handle contract renewals, proposals, and accurate forecasting.
  • Develop Statements of Work and meet P&L and receivables goals.
  • Market sophisticated service programs to multiple layers within customer organizations.
  • Develop service account plans, profiles, goals, and strategies within assigned accounts.
  • Ensure compliance with Service Level Agreements (SLA) and manage service delivery.
  • Discuss customer concerns and drive corrective actions to closure.
  • Manage subcontractor deliverables and adherence to agreed scope and outcomes.
  • Engage in case management to ensure proper service delivery and assist with payment and billing issues.
  • Identify and implement areas for improvement to enhance service quality.
  • Maintain operational documentation and manage contract change management.
  • Work closely with the Motorola Program Manager for smooth transitions from project implementation to service delivery.

Requirements

  • Must be a U.S. citizen with the ability to obtain necessary security clearance as required by government contracts.
  • 3-5 years of experience in Customer Support, Systems Management, Field Support, or Sales Support.
  • Technically knowledgeable in voice, data, and video technologies.
  • Ability to convert business needs into technical solutions and explain complex concepts clearly.
  • Experience in Crisis Management and Executive Summary communications during system outages.
  • Solid working knowledge of Microsoft and Google applications.
  • Experienced in Customer Account Management within a highly technical environment.
  • Knowledge of Motorola RF radio systems products and services is advantageous.
  • Goal-oriented self-starter with the ability to manage and expand Local Government Service business with limited supervision.
  • Strong interpersonal communication skills and ability to establish trust with key stakeholders.

Nice-to-haves

  • Knowledge of sales techniques and life cycle support services including equipment installation, maintenance, and management.

Benefits

  • Incentive Bonus Plans
  • Medical, Dental, Vision benefits
  • 401K with Company Match
  • 10 Paid Holidays
  • Generous Paid Time Off Packages
  • Employee Stock Purchase Plan
  • Paid Parental & Family Leave
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