About the Role
The Customer Support Manager (CSM) will manage post-sale support relationships and service for mission-critical communications customers in assigned countries. Acting as the customer’s advocate, the CSM will be the primary business-level contact for the company products and systems, including Land Mobile Radio (LMR) and Mission Critical Push-to-Talk (MCPTT) software, among others. This role is ideal for individuals transitioning from a technical or business role to a customer-facing operations role. Responsibilities encompass ensuring contractual commitments for ongoing support contracts are met, driving services growth, and promoting support services as part of new sales or standalone offerings.
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Scope of Responsibilities / Expectations
Operations
- Serve as the customer advocate by providing a single point of contact to ensure service delivery and compliance with Service Level Agreements (SLA). This includes managing quality escalations and timely resolutions.
- Maintain product and software lifecycle plans, ensuring involvement from third-party vendors.
- Oversee subcontractors’ deliverables to adhere to customer contractual commitments.
- Execute the support service business plan, manage and report on orders, revenue, and costs, and identify areas for improvement to enhance service margins, quality, and best practices.
- Facilitate seamless transitions from project implementation to warranty support and ongoing service delivery.
- Manage the service contract renewal process for all assigned service agreements.
Business Development
- Engage with customers to identify upsell opportunities within existing accounts, aligning solutions to operational needs and mitigating operational risks.
- Assist account managers during customer engagements, including meetings, financial negotiations, and road shows.
- Support the Pre-sales team with cost proposals, risk assessments, pricing, and subcontractor scope negotiations.
Basic Requirements
This role necessitates strong customer engagement and sales support skills along with program planning experience and technical knowledge of the relevant systems. Experience in delivering or supporting complex software solutions is beneficial.
Personal Skills, Work and Management Style
- Excellent communication skills in English (verbal, written and presentation), with proficiency in local languages (Arabic and/or French) being an added advantage.
- Experience in Level 2 Technical Support, Project Management, or Customer Support environments with capability to interact with customers at both Management and User levels.
- Effective stakeholder management skills for articulating clear and concise ideas both internally and externally.
- Ability to navigate commercial issues, recommend actions, and effectively mediate conflicts.
- Self-motivated with strong prioritization and multitasking skills, demonstrating flexibility in dynamic and ambiguous environments.
- A customer-focused mindset that follows up on problems until resolution and serves as a trusted resource aligned with the customer’s mission.
- Knowledge of digital radio communications, LMR, IP networking, ITIL, and computer systems; professional certification such as PMP or ITIL is a plus.
Security Clearance
All applicants must be willing to undergo detailed security vetting based on country and customer requirements.
Travel
Travel is expected to be no less than 25% within the assigned region.
Educational Background
Candidates must hold a Bachelor’s degree from an accredited institution in Business Administration, Telecommunications, Engineering, or Computer Science.
Position Type
Travel Requirements
Relocation Provided
Referral Payment Plan
EEO Statement
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. We celebrate our people-first and community-focused culture and encourage all candidates to apply, even if they do not meet all preferred skills.
