The Customer Support Manager is responsible for managing the Silent Sentinel Fixed Video Service business effectively and efficiently. This includes providing customer management and ensuring service delivery and Service Level Agreements (SLA) compliance.
Requirements
- Provide customers a single point of contact for Customer management and ensure service delivery and Service Level Agreements (SLA) compliance.
- Work with customers to discuss concerns and drive corrective actions to closure.
- Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables.
- Ensure that Customers receive appropriate and timely reporting as required by the Services Contract.
- Manage sub-contractors deliverables and adherence to agreed scope and outcomes.
- Manage product quality issues as needed.
- Engage as needed in the case management process to ensure proper service delivery
- Assist partners and vendors as needed with payment and billing issues
- Identify and implement areas for improvement to ensure improved service quality and best practice delivery.
- Ensure all operational documentations remain up to date and relevant.
- Manage third party vendors as needed
- Manage contract change management as needed.
- Work closely with the Motorola Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery.
- Create customer and service provider Statements of Work
- Execute contract documents and obtain customer purchase orders
- Manage the service contract renewal process for all assigned lower complexity service agreements; including but not limited to customer inventory updates, SOW updates, CSP updates, 3rd party vendor pricing updates / changes
- Installation Agreements (write-up, obtain PO, and manage)
- Lead and manage the coordination of variation and other change request response and implementation of approved changes.
- Oversee the change implementation into service delivery operations in coordination with Customer.
- Work with customers on up-sell / cross-sell
- Participate in the forecasting of revenue and margin related to Maintenance Agreements, Work Tickets, and Installs.
- Achieve stated on time contract renewal goal
- Achieve stated services growth goal for assigned contracts
Benefits
- Incentive Bonus Plans
- Medical, Dental, Vision benefits
- 401K with Company Match
- 10 Paid Holidays
- Generous Paid Time Off Packages
- Employee Stock Purchase Plan
- Paid Parental & Family Leave
- and more!
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