Customer Support Manager -East Africa: Uganda/Rwanda/Kenya/Ethiopia at Motorola Solutions

Job Description

The CSM manages government contracts with responsibility for successful delivery of Service products for Local government customers. Manages the relations with external partners responsible for delivering Service products to customers. Responsible for contract renewals, proposals, accurate forecasting, development of Statements of Work, and meeting P&L and receivables goals; overseeing contract P&L performance including meeting Service billing and cost performance goals. Responsible for marketing sophisticated / integrated service programs to multiple layers within customer organizations and works closely with the direct and indirect Sales teams. The CSM is responsible for the development of service account plans and profiles, goals and strategies within assigned accounts. Major emphasis includes developing customer relationships that will position Motorola for Service growth throughout the designated customer base. Must be willing to travel throughout the designated region.

Basic Requirements

Technical and business knowledge

• Customer relationship management.
• Strong Business Acumen including good financial awareness.
• Negotiating skills.
• Presentation skills.
• Pre-Sale skills.
• Broad technical understanding (high level).
• Knowledge of the electronic or radio service industry, digital radio communications, IP networking, ITIL, computer systems and design are a plus.
• Knowledge of SalesForce.com customer relationship planning tool desirable.

Experience

• >5 years-related experience.
• Fluent English.
• Hands-on experience on at least two vendor’s product and applications set either from Motorola or any competitor is essential.
• Past tracking of successful design, installation and troubleshoot of complex and unique solutions.
• Added value: past use of Sales methodologies like Miller Heiman, Sales Way or similar.
• French will be a plas.