Senior Customer Support Manager (Germany based)

About the Role The Senior Customer Support Manager will oversee delivery of Motorola's Lifecycle Service products for US Federal Government accounts and Local government customers. Based in Germany, the role focuses on building long-term customer relationships, managing contract P&L, and coordinating with sales, delivery teams, and external partners across the EMEA region, with travel as needed. What You'll Do

• Develop, execute, and deliver Enhanced Warranty / Recurring Service contractual business for U.S Federal Government Customers and Prime Contractors.
• Maintain Service contracts with standard and Special Products (SP) content.
• Promote Service growth by increasing sales of service products, including traditional core LMR business, expanding the core and non-traditional services, and designing winning strategies.
• Identify growth of all services for future expansion and therefore travel throughout EMEA and meet with both customers and with the service delivery organizations.
• Meet or exceed minimum contract revenue goals and margin goals; provide information and assistance to the TSM and other delivery channels to ensure contractual compliance; ensure the ability of the delivery channel to perform.
• Effectively self-manage multi-customer accounts, which often spread over international boundaries; create an environment of cooperation among all parties, whether internal or external.
• Build long lasting, in-depth relationships with customers and with Sales, System Integration, and other Solutions and Services US Federal Government Markets and Motorola Solutions corporate departments.
• Motivate others to cooperate and lead teams while aggressively working across Motorola Solutions’ organizations to proactively solve customer problems.
• Assist the TSM’s resource team and other delivery channels to resolve conflicts; involve proper decision makers to achieve results.
• Effectively express complicated and sensitive concepts and serve as a meeting facilitator when required; prepare and deliver messages requiring significant persuasion.
• Ensure all responses to customers and other organizations are thoroughly reviewed for accuracy and completeness; ensure sensitive matters are handled per corporate ethics, legal, and cultural requirements.
• Ensure all delivery organizations complete contractual work thoroughly and on time; maintain strong knowledge of internal Motorola Solutions’ systems and processes and utilize tools such as MS Office, Oracle SLC, Clarify, and Motorola On-line.
• Promote pride and positive attitudes in support staff and encourage ongoing self-improvement via training, mentoring, and keeping current with procedures, policies, and methodologies.
• Work with US Federal Account Managers and teams to satisfy US Federal agency customers and expand existing business in these accounts. What We're Looking For
• Bachelor’s Degree preferred with 3+ years of related experience; additional experience in customer-facing roles such as Account Management, Consulting, or Project Management is a plus; customer-side domain experience with the US Department of Defense is desired.
• Highly effective and polished verbal and written communication skills.
• Demonstrated technical aptitude.
• Public Safety domain knowledge/experience.
• Attention to detail and travel readiness. Nice to Have
• Bachelor’s degree preferred.
• DoD experience.
• US Federal Government domain experience. Compensation & Benefits
• Not specified in the posting.