Senior Customer Support Manager(m/w/x)

Beschreibung

You will drive customer satisfaction by managing complex government service contracts and fostering strategic relationships. Your day-to-day involves overseeing P&L performance while leading cross-functional teams.

Anforderungen

• •Willingness to travel throughout designated region
• •Bachelor's Degree or comparable qualification
• •Experience in customer-facing roles or relevant field
• •US Department of Defense domain experience
• •3+ years of related experience
• •Effective verbal and written communication skills
• •Demonstrated technical aptitude
• •Public Safety domain knowledge or experience
• •Attention to detail and organizational skills
• •Ability to work in fast-paced environments
• •Self-motivation and ability to work independently
• •Critical thinking and problem-solving abilities
• •Proficiency in standard business and communication tools
• •Valid U.S. Passport and driver's license
• •Willingness to travel up to 50%
• •Ability to receive U.S. security clearance

Aufgaben

• •Ensure high customer satisfaction during service delivery
• •Manage government contracts for local customers
• •Oversee relations with external service partners
• •Handle contract renewals and proposals
• •Develop accurate forecasts and Statements of Work
• •Meet P&L and receivables goals
• •Market integrated service programs to customers
• •Collaborate with direct and indirect sales teams
• •Develop service account plans and strategies
• •Build relationships to drive service growth
• •Execute recurring service contracts for federal customers
• •Maintain standard and special product contracts
• •Design winning strategies for service expansion
• •Travel across EMEA to identify growth opportunities
• •Meet minimum contract revenue and margin goals
• •Assist delivery channels with contractual compliance
• •Manage multi-customer accounts across international boundaries
• •Foster cooperation between internal and external parties
• •Lead teams to proactively solve customer problems
• •Resolve conflicts and overcome project obstacles
• •Facilitate meetings and present sensitive concepts
• •Review customer responses for accuracy and completeness
• •Handle sensitive matters with ethical and legal care
• •Monitor timely completion of all contractual work
• •Utilize internal business systems and Oracle tools
• •Mentor support staff to reach their potential
• •Partner with account managers to expand business

Tools & Technologien