Customer Support Manager

About the role

The Customer Support Manager (CSM) delivers strong customer focus and satisfaction for Motorola's Lifecycle Service products, primarily for local government customers. The role sits within the Software & Services team of Motorola Solutions' Asia Pacific business, which delivers managed services and mission-critical software communication solutions covering voice, data and video technologies.

Key responsibilities

• Manage government contracts and ensure successful delivery of Service products for local government customers.
• Manage relationships with external partners who deliver Service products to customers.
• Handle contract renewals, proposals, accurate forecasting, and development of Statements of Work.
• Meet P&L and receivables goals, including service billing and cost performance targets.
• Market sophisticated, integrated service programs across multiple layers of customer organisations and work closely with direct and indirect sales teams.
• Develop service account plans, profiles, goals and strategies, building customer relationships that support service growth.
• Willingness to travel throughout the designated region.

Required profile

• 5+ years of experience managing complex, large-scale programmes, cross-cultural multi-skilled teams and divisional delivery.
• Proven background in contract lifecycle management and customer success within the technology or government sectors.
• Proven track record delivering mission-critical radio communications projects and working with the government sector.
• Deep understanding of Asia Pacific cultural diversity and complex, services-led deals.

Required skills

• Commercial proposal development
• P&L management
• Strategic account planning

Travel under 10%, relocation provided, experienced level.