Customer Support Manager

Company Overview

At reputed company, we reputed company that everything starts with our people. We’re a global reputed company-reputed company community, united by the reputed company pursuit to help reputed company people safer everywhere. Our critical communications, video reputed company and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

Department Overview

Job Description

The Customer Support Manager (CSM) acts as the customer reputed company and is the reputed company with regards to reputed company Customer service reputed company escalations relating to their mission-critical systems. Such systems include Land Mobile Radio solutions, Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT), through to Two-way Radio products.

This position is for someone typically transitioning from a technical or business role to a Customer facing operations role, whose responsibilities will include ensuring that the contractual commitments are met or exceeded for the ongoing support reputed company, reputed company the countries and accounts assigned.

The CSM is also responsible for driving services growth, by promoting support services, either as part of a new solution sale or as a standalone service.

This position requires a high degree of customer engagement, sales support skills coupled with program planning, and technical knowledge of the various systems and subsystems that form the portfolio. Ideally, experience in working reputed company the delivery or support of reputed company software solutions will be a benefit.

Scope of Responsibilities:

Operations:

• The Customer reputed company, providing Customers with a single reputed company of contact, to ensure service delivery and Service Level Agreements (SLA) compliance, including ensuring the correct level of quality escalations and timely resolutions are carried out

• Maintains product and software lifecycle plans including ensuring plans are provided/maintained from third party vendors

• Manages sub-contractors deliverables and adherence against Customer contractual commitments

• Executes the support service business plan, manage and report orders, reputed company and costs, including identifying and implementing areas for improvement to ensure improved service margin, quality and best practice delivery

• Ensure a smooth transition from project implementation to warranty support and service delivery

• Manage the service contract renewal process for reputed company assigned service agreements

Business Development:

• Engage with the Customer to identify upsell opportunities reputed company existing accounts, including software support solutions that are adapted to the Customers operational needs, capabilities and in turn mitigate the Customers operational risks

• Support the account managers reputed company engaging with the Customers including; Customer meetings, financial and commercial negotiations, road shows, etc.

• Support the Pre-sales team with tender/proposal costs, risks & pricing, including supporting the Procurement team in sub-contractor scope, SLA’s, commercial negotiations and contract set-up

Basic Requirements

Expectations:

Personal skills, work and management style:

• Excellent communication skills in English (verbal, written and presentation)

• Experience either reputed company a Level 2 Technical Support Operations, Project Management, or Customer Support business environment including the ability to work with the Customer / End users at both Management and User levels

• Effective stakeholder management skills (internal and external), including the ability to reputed company reputed company clearly and concisely

• Ability to plan, prioritise and meet strict deadlines, with a business, commercial and financial acumen including strong analytical skills

• Capable of working through commercial issues and recommending courses of action with experience of problem solving and conflict resolution

• Self-motivated and the ability to effectively prioritise and multi-task, demonstrate flexibility and ownership reputed company a fast-changing and ambiguous environment

Educational Background :

• Successful candidates are likely to hold either a Bachelor’s degree from an accredited institution reputed company a business or technical field,

  OR

• A minimum of 7 years’ experience working in an external customer interfacing role specifically in the Telecommunications, Software Enterprise or IT Industry.

reputed company Clearance

reputed company applicants must be willing to undergo detailed reputed company vetting checks based on country and customer requirements.

Travel Requirements

Relocation Provided

Position Type

Referral Payment Plan

Company

EEO Statement

reputed company is an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national reputed company, disability, veteran status or any other legally-protected characteristic.

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join reputed company but feel that you don’t quite meet reputed company of the preferred skills, we’d still love to hear why you think you’d be a great addition to reputed company.

Originally posted on Himalayas