Customer Support Manager

Overview

Customer Support Manager role at Motorola Solutions.

Department

Managed Services and Support UN Middle East and Africa

Job Description

The Customer Support Manager (CSM) acts as the customer advocate and is the focal point with regards to all customer service-related escalations for mission-critical systems, including Land Mobile Radio solutions and software such as Mission Critical Broadband Push to Talk (MCPTT), through to Two-way Radio products. This role is typically for someone transitioning from a technical or business role to a customer-facing operations role, responsible for meeting or exceeding contractual commitments for ongoing support contracts in the assigned countries and accounts. The CSM also drives services growth by promoting support services, either as part of a new solution sale or as a standalone service. Requires a high degree of customer engagement, sales support skills, program planning, and technical knowledge of the portfolio. Experience in delivering or supporting complex software solutions is beneficial.

Responsibilities

• The customer advocate providing a single point of contact to ensure service delivery and SLA compliance, with appropriate escalations and timely resolutions.
• Maintain product and software lifecycle plans, including plans provided/maintained from third party vendors.
• Manage sub-contractor deliverables and adherence to customer contractual commitments.
• Execute the support service business plan; manage and report orders, revenue, and costs; identify and implement improvements to enhance service margin, quality, and best-practice delivery.
• Ensure smooth transition from project implementation to warranty support and service delivery.
• Manage the service contract renewal process for all assigned service agreements.

Business Development

• Engage with customers to identify upsell opportunities within existing accounts, including software support solutions aligned to operational needs and risk mitigation.
• Support account managers in customer meetings, financial and commercial negotiations, and road shows.
• Assist the Pre-sales team with tender/proposal costs, risks, pricing, and support the Procurement team in sub-contractor scope, SLAs, commercial negotiations, and contract setup.

Basic Requirements

• Excellent English communication skills (verbal, written, and presentation). Local languages (Arabic or French) appreciated.
• Experience in Level 2 Technical Support Operations, Project Management, or Customer Support with stakeholder management experience at management and user levels.
• Ability to plan, prioritize, and meet strict deadlines with business, commercial, and financial acumen; strong analytical skills.
• Ability to resolve commercial issues and recommend actions; experience with problem solving and conflict resolution.
• Self-motivated with ability to prioritize and multitask; adaptable in a fast-changing environment.

Security Clearance

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

Travel

Travel will be no less than 50% of the time in the assigned region.

Educational Background

Successful candidates are likely to hold either a Bachelor's degree in business or technical field, or a higher technical qualification plus a minimum of 5 years military experience, or a minimum of ten years' experience in an external customer-facing role in Telecommunications, Software Enterprise, or IT.

Relocation

None

Position Type

Experienced

EEO Statement

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

We are proud of our people-first and community-focused culture. If you'd like to join our team but feel that you don't meet all of the preferred skills, we'd still love to hear why you think you'd be a great addition to our team.