Associated Customer Support Manager
Há 1 mês
At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem.
Department OverviewThe Commercial Markets department is responsible for delivering and maintaining all Managed Services to current customers. The primary responsibility of the Associated Customer Support Manager (ACSM) is to manage the Services contracts for their assigned customers and ensure customer satisfaction through strong relationship development.
Job DescriptionThe CSM is responsible for the overall success and relationship between the Customer’s Operation, Subcontractors, and Internal areas. Key responsibilities include:
- Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
- Work with customers to discuss concerns and drive corrective actions to closure.
- Manage and maintain service scope as per services contract and ensure customers understand their obligations regarding service deliverables.
- Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.
- Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
- Engage as needed in the case management process to ensure proper service delivery.
- Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
- Work with internal areas for contract onboarding, renewals, and service contract change order requests.
- Work closely with the System Integration (SI) team to provide a smooth transition from project implementation to warranty support and service delivery.
- Efficiently manage the revenue and costs and meet the financial goals for each service agreement assigned, providing reliable forecasts.
- Ensure revenue collections are made on time to meet cash flow goals.
- Work with customers on up-sell/cross-sell in assigned accounts.
- Create customer and service provider Statements of Work and quote these services.
- Manage the service contract renewal process for all assigned service agreements.
- Oversee the change implementation into service delivery operations in coordination with the Customer.
- Achieve stated on-time contract renewal goals.
- Achieve stated services growth goals for assigned contracts.
- Highly organized, strong attention to detail, capable of significant multi-tasking and follows all tasks through to completion.
- The ability to communicate clearly (both written and verbal) with customers and act as a professional representative of the corporation.
- The ability to understand and communicate the products and services sold, based on proposal and contract/award documents.
- The ability to collaborate and maintain professional relationships with key work partners across the corporation and third-party vendors.
- The ability to think strategically and work through day-to-day challenges that arise.
- High capability to work with cross-functional teams to improve processes or solve complex problems.
- Bachelor's degree in Engineering or areas related to Information Technology.
- At least 5 years experience with management of IT support services.
- At least 7 years experience in the Oil & Gas or Mining markets is highly desirable.
None
Relocation ProvidedNone
Position TypeExperienced
Referral Payment PlanYes
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
About UsMOTOROLA SOLUTIONS OVERVIEW
At Motorola Solutions, we believe our people are our greatest strength. More than 21,000 strong, we’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere.
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