Public Safety Support Lead - Remote + 25% Travel

Motorola Solutions; Cheyenne (WY); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

Paid Holidays

Generous Paid Time Off

Job summary

Motorola Solutions is seeking a Customer Support Manager to oversee Lifecycle Service contracts for Public Safety customers in Wyoming and Colorado. This remote role includes 25% travel and focuses on delivering high customer satisfaction through accurate forecasting, contract management, and proactive service delivery.

You will manage renewals, CSPs, and collaboration with subcontractors, while supporting upsell opportunities and ensuring SLA compliance.

Qualifications

• Basic understanding of cybersecurity principles.
• Hands-on experience with Salesforce.
• Strong written and verbal communication skills.
• Proficiency in Microsoft Office Suite.
• Basic financial acumen and business literacy.
• Customer-focused, service-oriented mindset.

Responsibilities

• Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance.
• Address customer concerns promptly and drive corrective action plans to resolution.
• Manage and maintain contract scopes of service, ensuring customers clearly understand their commitments and obligations.
• Provide customers with timely, accurate reporting as required by service agreements.
• Facilitate smooth transitions from project implementation to warranty support and service delivery in collaboration with the Project Manager.
• Collaborate with customers and field teams to develop and maintain Customer Support Plans (CSPs).
• Partner with customers to identify and capitalize on up-sell and cross-sell opportunities.
• Oversee deliverables, scope adherence, and service outcomes for subcontractors and third-party vendors.
• Manage product quality issues (FSBs) as needed.
• Engage in case management to guarantee proper service delivery.
• Assist partners and vendors in resolving payment and billing inquiries.
• Manage renewal processes, CSP updates, SOW updates, and pricing adjustments.
• Lead change management activities and coordinate with internal teams.
• Gather and submit Booking Packages to SCSO for prompt contract loading.

Skills

Cybersecurity basics

Salesforce

Communication skills

Microsoft Office

Tools

Salesforce

Microsoft Office

Job description

Motorola Solutions is seeking a Customer Support Manager to oversee Lifecycle Service contracts for Public Safety customers in Wyoming and Colorado. This remote role includes 25% travel and focuses on delivering high customer satisfaction through accurate forecasting, contract management, and proactive service delivery.

You will manage renewals, CSPs, and collaboration with subcontractors, while supporting upsell opportunities and ensuring SLA compliance.