Customer Service Manager

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

Our Services team is part of the Motorola Solutions business covering the Australia and New Zealand region. We are a professional services team that delivers systems integration projects and managed services to our clients. We deliver client focused world-class, leading edge, end-to-end solutions fit for purpose within each client’s unique environment that include various voice (including radio) communications, data and video technologies with our clients predominantly in the public safety government sector and the energy & natural resources industry

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.

As a Customer Services Manager (CSM) you will be accountable for all services delivered into your assigned clients. You will act as the primary service contact to clients of existing maintenance contracts and/or managed services. You will provide oversight and direction for all aspects of the service delivery to ensure Motorola Solutions meets and exceeds all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). 

As the CSM you will drive services growth in existing support and managed services meeting or exceeding growth targets. 

You will also act as a key internal and external relationship interface for the introduction and progression of enhancements and future directions aligned with the overall Motorola Solutions strategy.

The role requires excellent communication and motivational skills, abilities to identify growth opportunities within the client environment. Also, the role requires the confidence to handle the legitimate client issues with baseline technical understanding and escalate internally to engineering and senior management, if necessary.

You will work closely with the Operational teams and support the priorities required to improve network performance and management and a strong security posture. You will be accountable for ensuring the services are managed in accordance with the ITIL Framework and Practices.  You will be a key member of the Managed Service (MS) and Support Services (SS) team and will input into planning, execution and escalation of end-to-end MS and SS issues and challenges.

You will work closely with the Account Manager managing the customer engagement and services opportunities. You will also contribute strongly and lead aspects of customer strategy and planning with a view to improving and growing Motorola share of wallet through driving services growth in existing support and managed services meeting or exceeding your growth targets. 

You will be responsible for:

• Provide clients with a single point of contact for service contracts.

• Manage and maintain services scope as per services contract and ensure Motorola delivery and the clients understand their obligations in regard to service deliverables.

• Manage and oversee the delivery of services by major sub-contractors for services to ensure all obligations and SLAs are continually met and exceeded.

• Oversee and maintain operational processes, disciplines, and of escalation of issues internally and externally as appropriate to ensure compliant service delivery.

• Oversee the change implementation into service delivery operations in coordination with Client and disengagement plan of the incumbent with minimal impact to users.

• Develop trusted partner relationships with the client to understand their Communications and IT environment and influence future directions.

• Prepare Change Requests and proposals. Present proposals to all levels, including executive, of the organisation.

• Lead negotiations, coordinate complex decision-making processes, overcome obstacles to closure and close proposals in a professional and effective manner.

• Accurate forecasting by demonstrating in depth knowledge of sales cycles and ensuring SalesForce is utilised.

• Participate in the negotiation of contract and contract variations.

• Ensure that Clients receive appropriate and timely reporting as required by the Services Contracts.

• Develop, lead and drive effective stakeholder relationships with a view to deliver ultimate user experience and maximise client satisfaction.

• Lead monthly service reviews and other forums to ensure that services and related issues are managed successfully.

• Lead and prioritise areas for improvement to ensure enhanced service quality and best practice delivery.

• Interact with the Project, Operations & Engineering Teams, ensuring constant awareness of service provision issues including specific Client activities such as special operations events, service delivery sign-offs and transition activity development.

• Ensure all operational documents remain up-to-date and relevant.

• Manage budget requirements and improve gross margins by influencing and achieving the reduction of controllable costs.

• Working collaboratively with the sales team. 

• Work with the Client to understand their business requirements and design solutions that drive revenue growth.

• Champion change programs to ensure the effective and smooth transition of project enhancements.

• Maintain a current understanding of products and solutions available from appropriate Motorola facilities and third-party sources to ensure that system solutions offered incorporate the optimum combination of equipment and technology available, given cost and profit targets.

• Comply with Motorola Quality policies and practices

Basic Requirements

Education and Qualifications

Essential:

• Bachelors in Engineering in Telecommunications or equivalent

• ITIL v4 Foundation Certificate 

It will also be beneficial (not mandatory) if you have:

• Technical training in Electronics or Radio Communications

Experience and Skills

Essential:

• 10 years’ experience in the establishment of positive Client relationships in a services environment.

• Demonstrated large contract service delivery management.

• Demonstrated large contract service delivery growth history.

• Demonstrated commitment to client service excellence.

• Demonstrated experience in leading Clients through systems implementation and resolving. difficulties on high impact mission critical Client operations.

It will also be beneficial (not mandatory) if you have:

• Government, Energy, Resource business experience.

• Demonstrated experience in mission/business critical environments.

Personal Attributes

• Excellent communication skills (verbal, written and presentation).

• Ability to explain complex information to all levels of staff and clients.

• Outstanding client relationship skills.

• Effective stakeholder management skills.

• Ability to engage, negotiate and influence at all levels.

• Excellent time management skills.

• Ability to plan, prioritise and meet strict deadlines.

• Strong business acumen and interpersonal skills.

• Capable of working through commercial issues and recommending a course of action.

• Strong analytical, problem-solving and conflict resolution skills.

• Ability to articulate ideas clearly and concisely.

• Ability to interpret and manage budgets.

• Ability to close contract variations.

• Self-motivated.

• Integrity

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

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, 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 our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.