Customer Support Manager - Mendoza
Core
Manage the Management & Support (M&S) business for public safety client contracts, ensuring service delivery, SLA compliance, and client satisfaction.
Role type
Senior Account Management & Support Manager
Builds
Service delivery operations, client relationships, and contract renewals for public safety solutions
Domain
Public Safety / Radio Communications
Deliverable
client delivery
Required skills
Contract management, SLA compliance, vendor/subcontractor management, technical leadership, strategic planning, financial forecasting, change management, up-sell/cross-sell, documentation management
Preferred skills
Knowledge of Motorola RF radio systems, experience in field support or sales support
Technologies
Google Workspace, Microsoft Office
Responsibilities
Serve as the single point of contact for client management and service delivery; Analyze client concerns and drive corrective actions; Manage service scope and ensure client understanding of deliverables; Manage subcontractor deliverables and quality issues; Lead technical guidance and development for the support team; Create Statements of Work (SOW) and manage contract renewals; Coordinate change requests and implement approved changes; Collaborate with Program Managers for project-to-support transitions; Work with field support teams to create/update Customer Support Plans (CSP); Forecast revenue and margins for maintenance and installation tickets.
Seniority
Senior, hands-on IC with leadership responsibilities
