Customer Support Manager - (Silent Sentinel) - US Remote
Core
Manage customer relationships, service contracts, and third-party vendors for Silent Sentinel thermal/infrared camera systems used in defense, border, aviation, and maritime operations.
Role type
Senior Customer Support Manager (Defense/Security Hardware)
Builds
Service delivery and operational continuity for ruggedized video surveillance deployments
Domain
Defense & Security / Thermal Imaging & Surveillance
Deliverable
client delivery
Required skills
Customer relationship management, Service Level Agreement (SLA) compliance, Vendor management, Contract renewal management, Customer Support Plan (CSP) development, Network Operations Center (NOC) procedures, Financial acumen, Background clearance eligibility
Preferred skills
Video surveillance account management, Fixed Video portfolio knowledge, Oracle proficiency, Travel flexibility (25-50%)
Responsibilities
Serve as single point of contact for customer management, Partner with Program Managers for system transition, Manage service contract scope and renewals, Oversee third-party vendors, Address product quality issues, Drive services growth via up-sell/cross-sell
Seniority
Senior, experienced IC