Customer Support Manager - North Carolina

Company Overview At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future. Department Overview Motorola Solutions is dedicated to empowering individuals when it counts the most, providing innovative tools like technology that allows firefighters and police officers to see beyond physical obstacles. We invite you to discover our cutting-edge work, which is consistently meaningful and impactful. As a global leader in professional mobile communications, Motorola Solutions leverages a rich heritage of innovation and an extensive international presence. Our primary focus is delivering mission-critical digital mobile communication systems tailored for government and public safety agencies. Job Description The Customer Support Manager (CSM) is responsible for ensuring intense customer focus and satisfaction throughout the lifecycle of Motorola’s service products. This role manages government contracts, cultivates strong customer relationships, and drives service growth within a designated customer base, primarily focusing on State of North Carolina accounts. Act as the primary point of contact for customer management, ensuring consistent service delivery and Service Level Agreement (SLA) compliance. Proactively develop and maintain strong customer relationships to position Motorola Solutions for service growth. Routinely travel throughout the designated region (State of North Carolina) to meet with customers face-to-face. Work with customers to understand their operational requirements, address concerns, and drive corrective actions to resolution. Ensure that customers have clearly documented support/service expectations and processes, identifying opportunities for additional service offerings based on their needs. Responsible for marketing sophisticated/integrated service programs to multiple layers within customer organizations, collaborating closely with direct and indirect sales teams. Manage government contracts, ensuring successful delivery of service products for state and local government customers. Manage and maintain service scope as per service contracts, ensuring customers understand their obligations regarding service deliverables. Manage sub-contractors’ deliverables and adherence to agreed-upon scope and outcomes. Ensure timely and appropriate reporting to customers as required by service contracts. Oversee the change implementation into service delivery operations in coordination with customers. Engage as needed in the case management process to ensure proper service delivery. Manage product quality issues as needed (MTNs). Manage third-party vendors. Manage relationships with external partners responsible for delivering service products, including contract renewals and proposal development. Oversee contract P&L performance, ensuring that service billing and cost performance goals are met. Manage contract change management processes. Work with Service Contract and Subscription Operations (SCSO) for contract loading, renewals, and service contract change order requests. Gather and provide Booking Packages to SCSO for contract loading. Assist partners, vendors, and customers with payment and billing issues. Manage the service contract renewal process for all assigned service agreements, including customer inventory, SOW, CSP, and vendor pricing updates. Execute contract documents and obtain customer purchase orders. Develop service account plans and profiles, outlining goals and strategies within assigned accounts. Work with customer and field teams to create and/or ... (truncated, view full listing at source)