Customer Support Manager
Core
Own post-sale support relationships and drive services growth for mission-critical communications customers in assigned countries.
Role type
Senior Customer Support Manager (Managed Services)
Builds
Support services for Land Mobile Radio (LMR) and Mission Critical Push-to-Talk (MCPTT) systems
Domain
Telecommunications / Mission-Critical Communications
Deliverable
client delivery
Required skills
Contract management, SLA compliance, service business planning, revenue/cost management, stakeholder management, upsell identification, tender support, sub-contractor management
Preferred skills
Level 2 Technical Support experience, Project Management, digital radio communications knowledge, ITIL certification, PMP certification, Arabic/French language skills
Technologies
LMR, MCPTT, IP networking, two-way radio solutions
Responsibilities
Ensure SLA compliance and timely resolutions, maintain product lifecycle plans, manage sub-contractor deliverables, execute support service business plans, manage service contract renewals, identify upsell opportunities, support account managers in negotiations, assist pre-sales with tender costs and pricing
Seniority
Senior, experienced
