Customer Support Manager

Job Description

• The Customer Support Manager (CSM) provides intense and appropriate customer focus and satisfaction during the delivery of Motorola’s Lifecycle Service products.

• The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers.

• Manages the relations with external partners responsible for delivering Service products to customers.

• Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals.

• Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams.

• The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts.

• Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base.

• Must be willing to travel throughout the designated region.

Basic Requirements

• Ideally 8+ years experience in managing complex, large scale programs of work and team delivery.

• Experience in the successful delivery of mission critical radio communications projects.

• Experience in managing large, cross cultural multi-skilled teams.

• Previous divisional management experience.

• Financial, commercial and budget management experience.

• Understands the cultural diversity within the Asia Pacific and the complexity of services-led deals

• Highly credible with the customers

• Served long-term customers and also needs to be comfortable in a culture of respect and integrity

• Executive presence and be well-connected – Motorola is building our brand presence in this market and the competitors are strong

• Prior experience with the government sector

• Comfortable with a multinational organizational setting with regular interfacing to our international organization in EU and US