Customer Support Manager - Mission-Critical Video Security

Motorola Solutions; United States; A distancia; USD 85.000 - 95.000; Jornada completa

Descripción de la vacante

Motorola Solutions seeks a Customer Support Manager (CSM) to oversee relationships among customers, Motorola, and subcontractors, ensuring seamless service delivery and SLA compliance for Silent Sentinel deployments.

You will partner with Program Managers to transition systems from implementation to warranty support, manage service contracts, and develop tailored Customer Support Plans with field teams and vendors.

Formación

• 3+ years of technical customer service or support experience.
• Experience in video surveillance, defense, or physical security accounts.
• Solid understanding of Motorola Solutions' Fixed Video portfolio.
• Fundamental financial acumen to manage contract renewals, pricing, and forecasting.
• Ability to obtain a background clearance as required by government customers.

Responsabilidades

• Be the single point of contact for customer management and SLA compliance.
• Coordinate transitions from project to warranty support and ongoing service operations.
• Manage service contract scope and ensure customers understand obligations and deliverables.
• Develop and maintain tailored Customer Support Plans with customers and field teams.
• Oversee third-party vendors to meet scope and performance.
• Lead service contract renewals and pricing changes with customers.
• Address customer concerns and drive corrective actions for quality.
• Identify up-sell or cross-sell opportunities to grow services.

Conocimientos

Customer service

Video surveillance

Security accounts

Communication

NOC procedures

Call center

Oracle

Microsoft Office

Google Workspace

Travel 25-50%

Educación

Bachelor's degree in Business, Communication, Management, Technology

Associate's degree

High School diploma

Herramientas

Oracle

Services Lifecycle management platforms

Microsoft Office

Google Workspace

Descripción del empleo

Motorola Solutions seeks a Customer Support Manager (CSM) to oversee relationships among customers, Motorola, and subcontractors, ensuring seamless service delivery and SLA compliance for Silent Sentinel deployments.

You will partner with Program Managers to transition systems from implementation to warranty support, manage service contracts, and develop tailored Customer Support Plans with field teams and vendors.