At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.
Department OverviewProvides strategic leadership and direction for the delivery of enterprise-level support and service activities for company products and services. Develops support delivery strategy and related processes, escalation procedures and training. Liaises between customers and technical support, product development, sales and field service to identify opportunities for support delivery improvements, cost reduction and value-add to the customer/client. Selects, develops and evaluates personnel to ensure the efficient operation of the function.
Job Description
Your role will include, but not be limited to the following:
As the Client Engagement Manager (CEM) you will be accountable for acting as the main point of contact between Motorola and its clients. You will be the catalyst force behind building successful client relationships ensuring clients derive maximum value from Motorola’s products/services, championing to long-term partnerships and growth.
You will provide oversight and direction for all aspects of the services delivered to clients within NSW and ACT with a dedicated focus on driving an excellent customer experience and ensuring Motorola meets and exceeds all Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Influencing the Service Delivery Managers for NSW and ACT. you will work closely with the Account Managers, Operations, Commercial, Legal, Finance and Systems Integration to drive services growth in new and existing support and managed services contracts, meeting or exceeding growth targets.
You will also act as a key internal and external relationship interface for the introduction and progression of enhancements and future directions aligned with the overall Motorola Solutions strategy.
The role requires excellent communication, stakeholder management and motivational skills, abilities to identify growth opportunities within the client environment and governing client related issues. The role requires baseline technical insight and the confidence to escalate internally to engineering and senior management, if necessary.
Basic Requirements
Essential:
● Ideally 10 years + experience in the establishment of positive Clients relationships in a services environment
● Demonstrated large contract service delivery management
● Demonstrated large contract service delivery growth history.
● Demonstrated commitment to client service excellence
● Demonstrated experience in leading Clients through systems implementation and resolving difficulties on high impact mission critical Client operations
Desirable:
● Government business experience
● Demonstrated experience in mission/business critical environment
Travel RequirementsUnder 10%
Relocation ProvidedNone
Position TypeExperiencedReferral Payment PlanYes
EEO Statement
Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic.
We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.
