Senior Customer Support Manager(m/w/x)

Requirements

• 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

Tasks

• 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

Work Experience

Education

Languages

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