Customer Support Manager (Wyoming/Colorado)

About this role

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

At Motorola Solutions, we empower people to be at their best in the moments that matter. From helping firefighters see through smoke and buildings to giving police officers eyes around street corners, our work is meaningful, impactful, and cutting-edge.

As a global leader in professional mobile communication systems, Motorola Solutions relies on an impressive heritage of technological innovation and a broad worldwide footprint. Our team specializes in designing and delivering mission-critical digital mobile communications for government and public safety organizations around the globe.

Job Description
NOTE: Candidate must reside in either Wyoming or Colorado. This position is a Remote + Travel of 25%.
The primary responsibility of the Customer Support Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for assigned customer contracts, ensuring maximum customer satisfaction among Motorola Solutions Public Safety customers in Wyoming and Colorado. The LCS business encompasses revenue forecasting, proposing new services, managing contract renewals, and building strong relationships with both customers and subcontractors.
Ensuring customer satisfaction requires seamless delivery and execution of all service contracts. If a service does not meet contracted specifications or a process falls short of expected results, the CSM proactively intervenes to drive a resolution. Ultimately, the CSM is responsible for the overall success of the operational relationship between Customer Operations, Motorola Subcontractors, and Motorola Solutions across Wyoming and Colorado.
Customer Relationship Management

• Act as the primary point of contact for customer management, ensuring seamless service delivery and strict SLA compliance.

• Address customer concerns promptly and drive corrective action plans to resolution.

• Manage and maintain contract scopes of service, ensuring customers clearly understand their commitments and obligations.

• Provide customers with timely, accurate reporting as required by service agreements.

• Facilitate smooth transitions from project implementation to warranty support and service delivery in close collaboration with the Motorola Solutions Project Manager. This includes documenting support/service expectations and processes, identifying operational requirements, and spotting potential additional service opportunities.

• Collaborate with customers and field teams to develop and maintain Customer Support Plans (CSPs).

• Partner with customers to identify and capitalize on up-sell and cross-sell opportunities.

Contract & Service Management

• Oversee deliverables, scope adherence, and service outcomes for subcontractors and third-party vendors.

• Manage product quality issues (Field Service Bulletins / FSBs) as needed.

• Engage actively in the case management process to guarantee proper service delivery.

• Assist partners and vendors in resolving payment and billing inquiries.

• Manage the service contract renewal process for assigned lower-complexity agreements, including inventory updates, Statement of Work (SOW) updates, CSP updates, and third-party vendor pricing adjustments.

• Handle Installation Agreements, including drafting documentation, acquiring Purchase Orders (POs), and ongoing PO management.

• Lead and coordinate responses to variations and change requests, ensuring approved changes are successfully implemented.

• Oversee the integration of operational changes into service delivery, in alignment with the customer.

• Manage overall contract change management activities as needed.

• Assist team members with managing assigned service contracts during peak workloads or as required.

• Partner with Service Contract and Subscription Operations (SCSO) on contract loading, renewals, and change order requests.

• Gather and submit complete Booking Packages to SCSO for prompt contract loading.

Operational Excellence & Growth

• Identify and implement process improvements to enhance overall service quality and drive best-practice delivery.

• Ensure all operational and account documentation remains accurate, current, and relevant.

• Participate in forecasting revenue and margins for Maintenance Agreements, Work Tickets, and Installations.

• Achieve target goals for on-time contract renewals and service revenue growth across assigned accounts.

Required Qualifications

• Basic understanding of cybersecurity principles.

• Hands-on experience with Salesforce.

• Strong written and verbal communication skills.

• Proficiency in Microsoft Office Suite.

• Basic financial acumen and business literacy.

• A strong customer-focused, service-oriented mindset.

• Ability to communicate effectively with customer IT personnel regarding WLAN and wired infrastructure.

Preferred Qualifications

• Familiarity with Oracle/Services Lifecycle tools and advanced Excel capabilities.

• Strong working knowledge of Customer Call Center and Network Operations Center (NOC) offerings and procedures.

Candidate Requirements:

• Must be able to obtain background clearance as required by government customer

• The CSM will preferably live in the state of Wyoming or northern Colorado to service the public safety customers within their territory.

• The role does require minimal internal traveling (10% - 25%)

Target Base Salary Range: $70,000 - $85,000 USD

Consistent with Motorola Solutions values and applicable law, we…