Customer Support Manager

Customer Support Manager (CSM)
Department Description
Please review and validate/fine-tune using your own knowledge and experience to
create your own one.
The Customer Support Manager operationally is responsible for ensuring contractual
requirements are met or exceeded for ongoing support contracts for the countries
assigned as per responsibility matrix. The CSM will be responsible for promoting and
closing service sales either attached to every Solution sold or as a standalone
service when applicable. This requires a high degree of Customer management, out
of the box thinking, proactively and sales support skills, coupled with program
planning, team building and of technical knowledge of the various systems and sub
systems.
Scope of Responsibilities / Expectations
Please review and validate/fine-tune using your own knowledge and experience.
Post-Sales:

- Handover of the support contract/SLA to the field teams and the other
key teams responsible for the SLA delivery. Monitor delivery as
customer advocate.
- Serve as the customer focal point for the support contract, business
wise, (not for the daily operations) and in cases such as Critical issues,
customer complaints etc.
- A quarterly follow up of the SLA fulfillment making sure the contract
obligations are being met.
- Drive and own the actual P&L GM for the support contract which should
serve the CSM for the contract renewals negotiations.
- CSM role duty cycle should be: 80%-90% - Business 10%-20%
- Operations
- Identify possible improvements on customer activity in order to enable
new Service sales.
- Work on efficiencies with the aim of minimizing operating costs while
keeping high quality standards.
Pre-Sales:

- Tenders/ Proposals peer to peer response for Support Services piece
- Tenders/ Proposals cost & pricing including integration of 3rd party
services as part of the support services
- Center of knowledge for all support services packages and different
options such as SfS, SSA/SUA etc. across all technologies
- Build 5-10 years Customer Support Plans
- Approaching the customers, hand-by-hand, with the account managers
for Support Services presentations, convincing the customer with the
value proposition of the support services offering, ROI, Use cases etc.
- Support sales during financial negotiations for the support services
contracts either as part of a system deal or as a standalone support
deal
- Responsibility to track the equipment and systems which go out of
warranty or support contract expiration in order to propose either new
support contracts or renewals
- Own and track the support services funnel for both the direct and
indirect channels opportunities
- Drive together with sales customers’ meetings, Road shows, Channel
conferences presenting our support services packages, value-add etc.
- Think out of the box and proactively propose Service Solutions to match
customer needs while working together with the multidisciplinary PreSales team.
- Periodical opportunity review with account manager and Pre-Sales team (at least every two weeks).
Support Phase:

- Our singular focus is growth.
- Create account plans (FSL) & Customer Life Cycle Plans (CSM).
- Schedule customer facing meetings per month.
Details: Those details could be integrated in the 3 phases mentioned below?
- Plan and implement the Support and Maintenance program, in line with Contract Requirements and Customer
expectations.
- Perform handover meetings from the project implementation phase into the support phase.
- Plan and agree with the Customer on the detailed fault alerting procedures, fault escalation and management,
preventive maintenance procedures and maintenance activity reporting.
- Set up all the Customer Support and Maintenance team and resources within the required timeframe in agreement
with the Field Implementation Manager.
- Ensure all maintenance activities meet the contractual requirements in terms of response time, resolution time, and
system availability.
- Work with the Vendor Support Manager to ensure support provided by Vendors is of the required quality and
response.
- Ensure any required maintenance activity reports are provided to the Customer
- Customer Lifecycle Plans. Provide high level interface and discussion with the Customer on System Support and
Maintenance issues.
- Customer Advocates (C3/FRB). Liaise with high level Motorola support groups, product groups and Managed
Technical Services management for escalated system faults and issues.
- Manage and report costs and expenses as part of the ongoing Customer Support maintenance program
- To assist in maintaining the documentation of the Customer’s System if contractually required.
- Submit and pass any security clearance checks as required by the Customer.
- Specific knowledge / skills, sorry this is specific knowledge?
- Support Business Owner (Rev/GM). Successfully manage the Service P&L for assigned countries as per
responsibility matrix.
- Work with the EA Service Business team to