Customer Support Manager

Há 24 horas

São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro
Job Description

The Customer Support Manager is responsible for ensuring the successful delivery of IT services to customers. This role involves managing the overall relationship between the customer's operations, subcontractors, and internal areas.

Key Responsibilities:
  • Provide 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 in regard to service deliverables.
  • Ensure that customers receive appropriate and timely reporting as required by the Services Contract.
  • Manage subcontractors' 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 in order 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 goal.
  • Achieve stated services growth goals for assigned contracts.
Desired Skills:
  • 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 with strong customer relationship capabilities.
  • The ability to understand and communicate at a working level 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 for achieving timely business objectives.
  • The ability to think strategically and work through day-to-day challenges that arise with both internal support organizations, service providers, and customers.
  • The ability to work strategically between sales and renewal processes in order to give a competitive advantage to these processes.
  • High capability to work with cross-functional teams in order to improve processes or solve complex problems.
Basic Requirements:
  • Bachelor in Engineering or areas related to Information Technology.
  • Fluent in English Language (mandatory).
  • At least 5 years experience with management of IT support services.
  • At least 7 years experience in the Oil&Gas or Mining markets will be considered highly desirable.

  • Customer Support Manager

    Há 2 dias

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job Title: Associated Customer Support ManagerAt Motorola Solutions, we're committed to helping our customers achieve their goals by providing exceptional service and support. As an Associated Customer Support Manager, you will play a critical role in ensuring the success of our customers by managing their service contracts and delivering high-quality...

  • Customer Support Manager

    Há 9 horas

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job Title: Associated Customer Support ManagerAt Motorola Solutions, we're seeking a highly organized and detail-oriented Associated Customer Support Manager to join our Commercial Markets department. As a key member of our team, you will be responsible for managing services contracts for assigned customers and ensuring customer satisfaction through strong...

  • Support Service Manager

    Há 6 dias

    São Paulo, São Paulo, Brasil Adobe Tempo inteiro

    Job Title: Support Service ManagerAt Adobe, we're passionate about empowering people to create beautiful and powerful digital experiences. We're seeking a highly skilled Support Service Manager to join our team and provide exceptional support services to our Ultimate Support customers.Job SummaryThe Support Service Manager will play a critical role in our...

  • Customer Support Manager

    1 dia atrás

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job SummaryMotorola Solutions is seeking an experienced Associated Customer Support Manager to join our team. As a key member of our Commercial Markets department, you will be responsible for managing services contracts for assigned customers and ensuring customer satisfaction through strong relationship development.Key ResponsibilitiesThe ideal candidate...

  • Customer Support Manager

    Há 4 dias

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job DescriptionThe Customer Support Manager is responsible for ensuring the overall success and relationship between the Customer's Operation, Subcontractors, and Internal areas. Key responsibilities include:Key ResponsibilitiesProvide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA)...

  • Customer Support Manager

    Há 2 dias

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job DescriptionThe Customer Support Manager is responsible for the overall success and relationship between the Customer's Operation, Subcontractors, 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...

  • Customer Support Manager

    1 dia atrás

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job DescriptionThe Associated Customer Support Manager plays a critical role in ensuring customer satisfaction through strong relationship development and effective service delivery.Key Responsibilities:Provide customers with a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance.Work with...

  • Customer Support Manager

    Há 24 horas

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job DescriptionThe Associated Customer Support Manager plays a critical role in ensuring customer satisfaction and service delivery excellence. This position is responsible for managing services contracts, developing strong relationships with customers, and driving corrective actions to closure.Key Responsibilities:Provide a single point of contact for...

  • Customer Support Manager

    1 dia atrás

    São Paulo, São Paulo, Brasil Motorola Solutions Tempo inteiro

    Job SummaryMotorola Solutions is seeking an experienced Associated Customer Support Manager to join our team. As a key member of our Commercial Markets department, you will be responsible for managing services contracts for assigned customers and ensuring customer satisfaction through strong relationship development.Key ResponsibilitiesProvide customers with...

  • Brazil Premier Support Manager

    Há 3 dias

    São Paulo, São Paulo, Brasil Lenovo Tempo inteiro

    About LenovoWe are a global technology powerhouse, ranked #248 in the Fortune Global 500, serving millions of customers every day in 180 markets.Our bold vision is to deliver Smarter Technology for All, and we're committed to making it happen.Our CultureWe own what we do, and we WOW our customers. We're a company that does what we say, and we're proud of...

  • Customer Support Specialist

    2 semanas atrás

    São Paulo, São Paulo, Brasil SAP Tempo inteiro

    About the RoleSAP is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our Customer Success organization, you will play a critical role in ensuring our customers receive exceptional support and service.Key ResponsibilitiesProvide timely and effective support to customers via phone, email, and chat.Analyze and resolve...

  • SAP Customer Engagement Manager

    Há 5 dias

    São Paulo, São Paulo, Brasil Decision Group Tempo inteiro

    SAP Customer Engagement ManagerThis is an elevated role for SAP Basis consultants who want to advance their career and become SDM, Account Manager, or Service Manager. The primary responsibility is to understand customer requirements about their SAP Landscape and facilitate solutions and technical services with the SAP backend support team on the SAP RISE...

  • SAP Customer Engagement Manager

    3 semanas atrás

    São Paulo, São Paulo, Brasil Decision Group Tempo inteiro

    SAP Customer Engagement ManagerThis is an elevated role for SAP Basis consultants who want to become SDM/Account Manager/Service Manager in their career journey. The primary responsibility is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP...

  • Brazil Premier Support Manager

    Há 6 dias

    São Paulo, São Paulo, Brasil Lenovo Tempo inteiro

    Premier Support Manager for BrazilWe are Lenovo, a global technology powerhouse, and we're looking for a talented Premier Support Manager to lead our team in Brazil. As a key member of our support organization, you will be responsible for delivering exceptional support services to our commercial customers in the region.The ideal candidate will have a strong...

  • Customer Experience Manager

    Há 6 horas

    São Paulo, São Paulo, Brasil Enterprisealumni Tempo inteiro

    {"title": "Customer Experience Manager", "description": "**Customer Experience Manager**EnterpriseAlumni is seeking a Customer Experience Manager to join our global Customer Experience & Customer Success team. As a Customer Experience Manager, you will be responsible for delivering exceptional customer experiences and driving customer satisfaction.**Key...

  • Customer Support Expert

    Há 6 dias

    São Paulo, São Paulo, Brasil SAP Tempo inteiro

    Customer Support SpecialistWe're seeking a skilled Customer Support Specialist to join our team in Sao Paulo, Brazil. As a key member of our global Customer Success organization, you'll play a critical role in helping our customers efficiently use the SAP LeanIX product suite while resolving their technical issues.Key Responsibilities:Provide initial...

  • SAP Customer Engagement Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Decision Group Tempo inteiro

    SAP Customer Engagement ManagerThis is an elevated role for SAP Basis consultants who want to become SDM/Account Manager/Service Manager in their career journey. The primary responsibility is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP...

  • SAP Customer Engagement Manager

    2 semanas atrás

    São Paulo, São Paulo, Brasil Decision Group Tempo inteiro

    SAP Customer Engagement ManagerThis is an elevated role for SAP Basis consultants who want to become SDM/Account Manager/Service Manager in their career journey. The primary responsibility is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP...

  • SAP Customer Engagement Manager

    3 semanas atrás

    São Paulo, São Paulo, Brasil Decision Group Tempo inteiro

    SAP Customer Engagement ManagerThis is an elevated role for SAP Basis consultants who want to advance their career and become SDM/Account Manager/Service Manager. The primary responsibility is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP...

  • SAP Customer Engagement Manager

    Há 4 dias

    São Paulo, São Paulo, Brasil Decision Group Tempo inteiro

    SAP Customer Engagement ManagerThis is an elevated role for SAP Basis consultants who want to become SDM/Account Manager/Service Manager in their career journey. The primary responsibility is to understand customer requirements about their SAP Landscape and facilitate solutions, technical services with alignment of SAP backend support (TechOps) team on SAP...