Company Overview At Motorola Solutions, we're guided by a shared purpose - helping people be their best in the moments that matter - and we live up to our purpose every day by solving for safer. Because people can only be their best when they not only feel safe, but are safe. We're solving for safer by building the best possible technologies across every part of our safety and security ecosystem. That's mission-critical communications devices and networks, AI-powered video security & access control and the ability to unite voice, video and data in a single command center view. We're solving for safer by connecting public safety agencies and enterprises, enabling the collaboration that's critical to connect those in need with those who can help. The work we do here matters. Department OverviewAt Motorola Solutions, we help people be their best in the moments that matter. We help firefighters see around buildings and police officers see around street corners. Our work is very meaningful, impactful, and cutting edge and we invite you to explore it. Motorola Solutions is a world leader in the field of professional mobile communications systems with an impressive heritage of technological innovations and a global base of installed systems. The group's main business is the implementation of mission critical digital mobile communication systems for Government & Public Safety Communications customers.Job Description The primary responsibility of the Sr. Customer Support Manager (CSM) is to effectively and efficiently manage the Lifecycle Service (LCS) business for their assigned customer contracts and ensure customer satisfaction with Motorola Solutions Public Safety Customers. The LCS business is a combination of forecasting, proposing new services and contract renewals and building relationships with customers and subcontractors. Ensuring customer satisfaction involves proper delivery and execution of service contracts. If any service is not being performed up to contracted specifications or a process is not producing the correct results, the Sr. CSM will become involved and find a solution. Duties and Responsibilities: The Sr. CSM is responsible for the overall success of and relationship between the Customer's Operation, Motorola Subcontractors, and Motorola Solutions near the Seattle and/or Portland, Washington area. Key responsibilities include: Provide customers a single point of contact for customer management and ensure service delivery and Service Level Agreements (SLA) compliance. Work with customers to discuss concerns and drive corrective actions to closure. Manage and maintain services scope as per services contract and ensure customers understand their obligations in regard to service deliverables. Ensure that customers receive appropriate and timely reporting as required by the Services Contract. Manage sub-contractors deliverables and adherence to agreed scope and outcomes. Manage product quality issues as needed (FSB'S) Engage in the case management process to ensure proper service delivery. Assist partners and vendors as needed with payment and billing issues. Identify and implement areas for improvement to ensure improved service quality and best practice delivery. Ensure all operational documentations remain up to date and relevant. Manage third party vendors as needed. Manage contract change management as needed. Assist with the management of the MR assigned service contracts. Work with the Service Contract and Software Operations (SCSO) for contract loading, renewals, and service contract change order requests. Gather and provide Booking Packages to SCSO for contract loading. Work closely with the Motorola Solutions Program Manager (PM) to provide a smooth transition from project implementation to warranty support and service delivery. As a part of t