The Customer Support Manager (CSM) acts as the customer advocate and is the focal point for all customer service-related escalations concerning mission-critical systems, including Land Mobile Radio solutions and Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT). This role requires transitioning from a technical or business background to a customer-facing operations position, ensuring that contractual commitments for ongoing support contracts are met or exceeded for assigned countries and accounts. The CSM is responsible for driving service growth by promoting support services as part of new solution sales or as standalone services.
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Scope of Responsibilities / Expectations
- Customer advocate, providing a single point of contact to ensure service delivery and Service Level Agreements (SLA) compliance
- Maintain product and software lifecycle plans from third-party vendors
- Manage subcontractor deliverables to meet customer contractual commitments
- Execute the support service business plan and report on orders, revenue, and costs
- Manage the service contract renewal process for all assigned service agreements
- Identify upsell opportunities within existing accounts and support account managers during customer engagements
- Assist the Pre-sales team with tender/proposal costs and commercial negotiations
Basic Requirements
- Excellent communication skills in English (verbal, written, and presentation); knowledge of Arabic or French is a plus
- Experience in Level 2 Technical Support Operations, Project Management, or Customer Support environments
- Strong stakeholder management skills, capable of articulating ideas clearly and concisely
- Ability to plan, prioritize, and meet strict deadlines with business and financial acumen
- Problem-solving and conflict resolution skills, with experience in commercial issues
- Self-motivated with the ability to effectively prioritize and multitask in a fast-changing environment
Security Clearance
All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements.
Travel
Travel will be no less than 50% of the time in the assigned region.
Educational Background
Successful candidates will hold either a Bachelor’s degree from an accredited institution within a business or technical field, or a higher technical qualification plus a minimum of 5 years military experience, or a minimum of ten years’ experience in an external customer interfacing role in the Telecommunications, Software Enterprise, or IT Industry.
Position Type
Experienced
Location
Riyadh, Saudi Arabia
