At Motorola Solutions, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video and services help our customers work safely and more efficiently. Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.
Customer Support Manager acts as the customer advocate and is the focal point for customer satisfaction escalations. He / she is operationally responsible for ensuring contractual commitments are met or exceeded for ongoing support contracts within the countries assigned (Italy, Portugal and backup support to North Africa). The CSM is responsible for driving service attachment rates by promoting support service sales either as part of a new Solution sale or as a standalone service when applicable. This requires a high degree of Customer engagement, sales support skills, coupled with program planning, team building and technical knowledge of the various systems and sub systems that form the portfolio.
Handover of the support contract/SLA to the field teams and the other key teams responsible for the SLA delivery. Monitor service delivery as the customer advocate.
Serve as the customer focal point for the support contract, business wise, (not necessarily for the daily operations) and in cases such as Critical issues, customer complaints etc.
Arranging periodic reviews, internally and with the customer as required, making sure the contract obligations are being met.
CSM role duty cycle should be approximately: 50% - Business 50% - Operations.
Identify possible improvements in customer operations to enable growth areas and drive incremental sales.
Track equipment and systems warranty or support contract expiration in order to propose either new support contracts or renewals and up-sell.
Objectives of the role:
Tender/ Proposal point by point response for Support Services deliverables.
Taking part in Tenders/ Proposal cost & pricing including integration of 3rd party services as part of the support services.
Center of knowledge for all support services packages, e.g. Essential, Advanced etc. and associated options such as Service from the Start, Software Subscription Agreement /Software Upgrade Agreement etc. across all technologies.
Approaching the customers, hand-in-hand, with the account managers for Support Services presentations, convincing the customer with the value proposition of the support services offering, Return on Investment, Use cases etc.
Support sales during financial negotiations for the support services contracts either as part of a system deal or as a standalone support deal.
Drive together with sales customers’ meetings, Road shows, Channel conferences presenting our support services packages, value-add etc.
Plan and implement the Support and Maintenance program, in line with Contract Requirements and Customer expectations.
Plan and agree with the Customer on the detailed fault alerting procedures, fault escalation and management, preventive maintenance procedures and maintenance activity reporting.
Set up all the Customer Support and Maintenance team and resources within the required timeframe in agreement with the Field Implementation Manager.
Ensure all maintenance activities meet the contractual requirements in terms of response time, resolution time, and system availability.
Work with the Vendor Support Manager to ensure support provided by Vendors is as per any commercial agreement and is of the required quality
Customer Lifecycle Plans. Provide high level interface and discussion with the Customer on System Support and Maintenance issues.
Manage and report costs and expenses as part of the ongoing Customer Support maintenance program
Work with the Europe, Middle East and North Africa Service Business team to help create & develop further service revenue opportunities.
Drive growth initiatives in general, service attach and penetration rate in particular. Should have ability to identify opportunities, explain services portfolio to customers and become integral part of sales process.
(1) Educational Background:
University Degree in Business administration and/or telecommunications, engineering or computer sciences.
Languages: English, Italian is a requirement
(2) Technical and business knowledge:
Customer relationship management.
Strong Business Acumen including good financial awareness.
Knowledge of the electronic or radio service industry, digital radio communications, IP networking, ITIL, computer systems and design are a plus.
Knowledge of SalesForce.com customer relationship planning tool desirable.
at least ~3 years-related experience
Hands-on experience on at least two vendor’s product and applications set either from Motorola or any competitor would be an asset.
Past tracking of successful design, installation and troubleshoot of complex and unique solutions would be an asset.
Added value: past use of Sales methodologies like Miller Heiman, Sales Way or similar.
Referral Payment Plan