Customer Support Manager

About Our Client:The organization operates in the professional mobile communications industry, delivering mission-critical digital mobile communication systems for enterprise customers. It addresses the need for reliable and integrated communication solutions that enhance safety, coordination, and collaboration across communities, schools, hospitals, businesses, and other organizations worldwide.About the Opportunity:The Customer Support Manager manages Enterprise service contracts and oversees the successful delivery of lifecycle service products. This role serves as a primary customer contact, driving satisfaction through effective service management and building long-term business relationships. The position also supports service growth and contract renewals by collaborating with sales teams, customers, and external partners.Responsibilities:• Manage Enterprise service contracts and oversee related service delivery.• Maintain a strong customer focus throughout the delivery of lifecycle service products.• Manage relationships with external service partners, subcontractors, and third-party vendors.• Lead contract renewals, proposals, forecasting, and P&L objectives.• Promote integrated service programs within customer organizations.• Develop service account plans and strategies aligned with customer and business objectives.• Build strong customer relationships to support service growth and retention.• Travel regularly to meet with customers and support account activities.• Ensure service delivery meets contractual requirements and SLA commitments.• Address customer concerns and drive appropriate corrective actions.• Maintain service scope, customer obligations, and contractual commitments.• Provide timely reporting in accordance with service contracts.• Manage subcontractor and third-party vendor deliverables.• Address product quality issues and coordinate case management activities.• Assist with payment and billing issues.• Identify and implement opportunities to improve service quality and delivery.• Maintain current operational documentation and support materials.• Manage contract change requests and coordinate required approvals and implementation.• Collaborate with contract and subscription operations teams.• Support the transition from project implementation to ongoing service delivery.• Document support expectations and maintain a clear understanding of customer needs.• Create and update customer support plans and statements of work.• Execute contract documents and manage purchase orders.• Lead contract renewal processes for service agreements.• Coordinate service delivery changes and adjustments.• Identify and pursue up-sell and cross-sell opportunities.• Participate in revenue and margin forecasting activities.• Achieve contract renewal, retention, and service growth objectives.• Communicate with customer IT personnel regarding infrastructure and technical requirements.Requirements:• U.S. citizenship with the ability to obtain required security clearance.• Legal authorization to work in the United States indefinitely without sponsorship.• Residence within commuting distance of a major metropolitan airport.• Willingness to travel approximately 10%–25% as required.• Valid driver’s license with a clean driving record.• Strong customer service, communication, relationship management, and organizational skills.• Ability to manage multiple contracts, priorities, and stakeholders in a fast-paced environment.Pay Range and Compensation Package:• Target base salary range: $80,000–$90,000 USD annually.Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.