Senior Customer Support Manager – Surveillance & Services

Motorola Solutions; Dallas (TX); Remote; USD 85,000 - 95,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off

Employee Stock Purchase Plan

Paid Parental & Family Leave

Job summary

Motorola Solutions in the United States seeks a Customer Support Manager to drive operational success by managing relationships among customers, Motorola, and subcontractors, ensuring SLA compliance for Silent Sentinel deployments.

You will partner with Program Managers to transition systems from project implementation to warranty support and ongoing service operations, overseeing CSPs and contract renewals while driving service growth and quality improvements.

Qualifications

• Minimum 3+ years leading customer service or support in security or related field.
• Experience managing contracts, renewals, and cross-functional coordination.
• Strong communication to explain service deliverables to customers and teams.

Responsibilities

• Serve as single point of contact for customer management and SLA compliance.
• Coordinate with Program Managers to transition systems to warranty support and operations.
• Oversee service contracts, CSPs, renewals, and pricing changes with stakeholders.
• Collaborate with customers and field teams to develop tailored CSPs and plans.
• Manage third-party vendors to meet scope and performance targets.
• Lead renewal processes and address quality issues with corrective actions.
• Identify opportunities for up-sell or cross-sell to grow services.

Skills

Verbal and written communication

Contract management

Customer service leadership

Travel readiness

Education

Bachelor's degree in Business/Communications/Management/Technology

3+ years of Customer Service Management experience

Tools

Oracle

Service Lifecycle management platforms

Microsoft Office Suite

Google Workspace

Job description

Motorola Solutions in the United States seeks a Customer Support Manager to drive operational success by managing relationships among customers, Motorola, and subcontractors, ensuring SLA compliance for Silent Sentinel deployments.

You will partner with Program Managers to transition systems from project implementation to warranty support and ongoing service operations, overseeing CSPs and contract renewals while driving service growth and quality improvements.