Customer Support Manager - Federal Civil/LEA

Motorola Solutions is a global community dedicated to keeping people safe through technology. The Customer Support Manager for the Civil/LEA Federal Markets Division is responsible for ensuring customer satisfaction and managing service contracts while identifying new sales opportunities within multiple accounts.

Responsibilities:

• The CSM manages Federal Government Land Mobile Radio service contracts with the responsibility for successful deliveries on all services designed for and utilized by the assigned customers
• Major emphasis on cultivating and developing key relationships and growing managed service product sales in multi-levels of large customer accounts
• Work closely with Sales Account Management, Pre-sale and Post-sale teams to service customers and to continue to grow the overall Motorola Service business
• Be responsible for goal driven business growth, account service plans, individual goals, and further development on customer satisfaction strategies
• Be responsible for achieving P&L goals, including those for service billings, and cost/margin performances
• Successfully market Motorola service capabilities to account base offered through the Federal Systems Technologists group, Federal Repair Depot, Authorized Service Subcontractors, and the National System Support services
• The CSM will perform in compliance with all US Federal Government Markets Division and Motorola Solutions contracting requirements and policies
• The CSM will be responsible for maintaining customer satisfaction through the Program Management team and other applicable accounts
• The CSM could/should be expected to provide support over various time zones which the program supports
• The CSM will be responsible for forecasting and managing their applicable accounts
• The CSM provides support outside of the typical CSM role which could include contract management support, billing/receivables, P&L tracking, and contract proficiency
• Goal oriented self-starter with skills and ability to successfully market and manage service support contracts for P25 and related wireless technologies
• Sales skills and abilities in establishing customer relationships, making presentations, and closing service support sales opportunities
• Must be capable of learning service products, putting together creative proposals, making customer presentations, and forming collaborative strategies with other Motorola sales and support professionals and teams
• Must also have more than average skills within Excel for project revenue and margin tracking

Requirements:

• 5+ years of successful experience with lifecycle service account management, systems implementation/integration, LMR sales, or LMR engineering is desired
• Knowledge and experience utilizing Google Suite and Microsoft business software (e.g. Word, Excel, and PowerPoint) is required
• Job performance depends on ability to successfully utilize Oracle and Salesforce applications
• Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified and sensitive information
• Must be a U.S. citizen with ability to obtain necessary security clearance as required by government contract(s)
• Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• Bachelor's Degree OR 5+ years of experience in one of the following: LMR, Public Safety, Project Coordination, Project Management, Account Management, Customer Support, Public Safety, Government, Technical Services Sales with large Government customers or Military experience
• Knowledge of Motorola RF systems and products is a plus
• Experience with US Federal Government contracts performance is a plus
• A Top Secret or Secret Clearance are not required, but are highly preferred