Senior Customer Support Manager (Germany based)

Company Overview
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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. Our critical communications, video security 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
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The US Federal Governments Markets Division is chartered with being the premier, compliant supplier of world\-class communications solutions to the U.S. Federal Government by providing the highest quality products, systems and services. The USFGMD will achieve this with a professional, well\-trained, diverse work force creating a positive and profitable customer relationship resulting in Total Customer Satisfaction and growth of our business. The Federal Systems Technology department of the USFGMD is responsible for service supporting a charter of implementing and integrating complex systems sold worldwide to the US Federal Government. These applications span the entire breadth of the US Federal Government throughout the world.
Job Description
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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
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• De ve lo p , exe c u t e , an d de l ive r E nhance d Wa r ran ty / Rec u r r ing S e r v i c e c on trac tua l bu sin e ss fo r U.S Fe de ral G ove rn men t Cu s t ome rs an d Pr im e Co n trac to rs.


• Ma in tai n S e r v ice c on trac t s w ith st anda rd an d S pe cial Pro du cts (S P ) c on t en t.


• Pro mo te Se r v ice g r ow th b y incr ea sing s a les o f s e r v ice p ro du cts, i n clu d ing tra d itio na l c o re LM R bu si ne ss, ‘e xpan d th e c ore ’ bu s ine ss an d non \- tra d itio na l s e r v ices, an d de si gn ing w in n ing s t rat eg ies.


• I den t if y g ro wt h o f a ll s e r v ices fo r fu t u re expan sion an d t he r efor e t ra ve l t h ro ughou t E ME A an d mee t w ith bot h c u s tome rs a n d w ith th e se r v i c e de l ive ry o r ganiza ti on s.


• Mee t o r ex c ee d m inimum con tra c t re venu e goa ls an d ma r g in goa l s .


• Pro v ide information and assistance to th e T SM an d o t he r de l iver y c hanne ls ( reg io na l c hanne l pa rtn e rs/ sub\- c ont ract o rs) to en s u re cont ract ua l c omp l ian c e . Ens ure th e ab i l ity o f th e de l ive ry c hanne l to per f o r m .


• E f fe cti ve ly s e l f\-manag e mu lt i\- c u st ome r a cc oun ts, wh ich ofte n s p r ea d ove r in te rn a t iona l bounda r ie s.


• C rea te a n env i ronmen t o f c oope rati o n amon g a ll pa rties, whe t he r in te rn a l o r ex t e rn a l to ou r o r gan i za ti on .


• B u i l d l on g las t in g , i n\-dept h rela t i on s h ips w ith t h e c u st ome rs an d w ith S a le s , S y st e m I nteg rati on , an d o t he r S o lu t i on s an d S e r v ices US Fe de ral G ove r nmen t Ma rkets an d Mo t o rola S o lu t i on s C o rp o r a te depa rt men t s .


• Mo ti va te o t he rs to c oope rate an d l ea d t eam s whi le agg ressi vel y wo rk in g a c ro ss Mo t o rola S o l ut io n s’ o r gan i za ti on s to p ro a cti ve ly s olv e c u st ome r p ro b l em s.


• A ssist t h e T S M ’s res ou rce t ea m an d othe r de l iver y c hanne ls to re s o l v e c onf l i cts. De a l w ith ob st a cles an d ob je ct io n s b y i nvolv ing p ro pe r de cis io n ma k e rs to a c h ie v e re su lts.


• E f fe cti ve ly exp ress c omp l i c ate d an d s en sit iv e c on c ep ts an d se rve a s a mee ti n g fa ci l it ato r whe n re qu i red .


• Pre pa re an d de l ive r me s sages , wh ich re qu i r e si gn i f ica n t s ki l l fo r pe rsu a si on .


• En s u re al l res pon s e s to c us t ome rs an d othe r o r gan i za ti on s a re t ho r ough ly r ev i e wed fo r a cc u racy an d c omp l e t ene ss.


• E nsu re t ha t s en siti v e mat t e rs ar e p ro pe r l y hand led an d addre ss e d to incl ud e c on sid e r a ti o n o f co rp o rate eth ical st anda rds an d a ll app l i c abl e in te rn a t iona l lega l \& c u lt u ral re qu i remen ts an d va lu e s.


• E n s u re a ll de l iver y o r gan i za ti on s c omp le t e a ll c on trac tua l wo rk re qu i remen ts tho ro ugh ly an d c o r re ctly in a t i me ly manne r.


• Ma in ta in a str on g work in g k now l edg e o f in te rn a l Mo t o ro l a So lu t io n s’ s y st em s an d p ro ce ss e s an d e f fe cti ve ly u til iz e a ll ava i lab le bu sin e ss t oo l s , s u ch a s M ic ro s of t O f fi ce app l i c a ti on s, Oracle S L C, C la r ify , an d Mo t o r ol a O n\- l ine .


• Pro mo te p r id e an d pos iti v e a t t it ude s in s uppo rt st a f f . Help the m re ac h the ir max i mu m po t en ti a l b y en c ou ra g ing a ll avenue s o f s elf\- i mp ro vemen t vi a in te rn a l \& ex t e rn a l tr a ini ng , men t o r ing , an d ma in ta in in g c u r ren cy o n al l app l i c abl e c ompan y p roc edu res, po l i cies, an d me t hodo lo g ies.


• W or k w ith US Fe de ral A cc oun t Manage rs an d t eam s t o s a ti sf y US Fe de ral agen cy c u st ome rs a n d expan d ex isting bu sin e ss in the se a cc oun ts.

• Bachelors Degree is preferred with additional experience with other customer\-facing roles such as Account Management, Consulting, or Project Management experience is a plus. Customer side domain experience working with the US Department of Defense.


• Seeking 3\+ years of related experience


• Highly effective and polished verbal and written communication skills


• Demonstrated technical aptitude


• Public Safety domain knowledge/experience


• Demonstrate attention to detail and possess strong organizational skills


• Able to work in a fast\-paced environment while maintaining a high level of performance.


• Highly self\-motivated and able to work independently as well within a team.


• Experience in creating and executing Customer strategic plans.


• Demonstrated ability to facilitate and lead cross\-functional teams and resources effectively.


• Strong critical thinking, analytic and problem\-solving abilities.


• Ability to efficiently use standard business tools, (Microsoft Office Suite, Google Apps, other CRM systems, etc.), social media and communication tools and reporting tools.


• Position is allocated in Germany, working under German labor laws.


• EU drivers license a plus; must have a valid U.S. Passport, U.S. driver's license, must be in excellent health for traveling requirements and must be willing to travel up to 50%


• A condition of continued employment with Motorola is the candidate's ability to receive a security clearance from the U.S. Government and any certifications required for the position being hired.

25\-50%
Relocation Provided
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None
Position Type
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Experienced
Referral Payment Plan
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No
Company
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Motorola Solutions Germany GmbH
*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.

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