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.

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