Customer Support Manager

PT Motorola Solutions Indonesia; Jakarta Pusat; On-site; IDR 320,000,000 - 520,000,000; Full time

Job summary

PT Motorola Solutions Indonesia is seeking a Customer Support Manager (CSM) to lead the delivery of Lifecycle Service products with a focus on key government accounts in Indonesia. You will manage contracts, partner relationships, forecasting, and P&L performance while driving service growth across assigned accounts.

The role requires strong executive presence, 8+ years of program leadership experience, and willingness to travel regionally.

Qualifications

• 8+ years experience in managing complex, large scale programs and team delivery.
• Experience delivering mission critical radio communications projects.
• Experience managing large, cross cultural multi-skilled teams.
• Financial, commercial and budget management experience.
• Understands the cultural diversity within Asia Pacific and complex services-led deals.
• Highly credible with customers and capable of long-term relationships.
• Executive presence and strong internal/external networking.
• Prior experience with the government sector.
• Comfortable in a multinational setting with interfacing to international orgs.

Responsibilities

• Provide intense customer focus and satisfaction during service delivery.
• Manage government contracts and responsibility for successful delivery of Service products.
• Coordinate with external partners delivering Service products to customers.
• Oversee renewals, proposals, accurate forecasting, Statements of Work, and P&L targets; manage billing and cost performance.
• Market and promote sophisticated service programs to multiple levels within customer organizations and work with Sales teams.
• Develop service account plans, goals and strategies within assigned accounts.
• Build customer relationships to drive Service growth across the designated customer base.
• Travel within the designated region as required.

Skills

Program management

Government sector

Budget management

Cross-cultural leadership

Customer relationship

Executive presence

Job description

The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.

The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers.

Manages the relations with external partners responsible for delivering Service products to customers.

Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals.

Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams.

The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.

Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base.

Must be willing to travel throughout the designated region.

Basic Requirements

• Ideally 8+ years experience in managing complex, large scale programs of work and team delivery.
• Experience in the successful delivery of mission critical radio communications projects.
• Experience in managing large, cross cultural multi-skilled teams.
• Financial, commercial and budget management experience.
• Understands the cultural diversity within the Asia Pacific and the complexity of services-led deals
• Highly credible with the customers
• Served long-term customers and also needs to be comfortable in a culture of respect and integrity
• Executive presence and be well-connected – Motorola is building our brand presence in this market and the competitors are strong
• Prior experience with the government sector
• Comfortable with a multinational organizational setting with regular interfacing to our international organization in EU and US