Experienced Customer Support Manager – Leading Customer Advocacy and Driving Services Growth in Critical Communications and Public Safety Solutions at blithequark

Introduction to blithequark At blithequark, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security, and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals, and safer businesses. Connect with a career that matters, and help us build a safer future. Department Overview: EMEA Support Services At blithequark, we create technologies our customers refer to as their lifeline. Our technology platforms in communications, software, video, and services help our customers work safely and more efficiently. Whether it's helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe. Bring your passion, potential, and talents to blithequark, and help us usher in a new era in public safety and security. Job Description: Customer Support Manager The Customer Support Manager (CSM) acts as the customer advocate and is the focal point with regards to all customer service-related escalations relating to their mission-critical systems. Such systems include Land Mobile Radio solutions, Software solutions such as Mission Critical Broad Band Push to Talk (MCPTT), through to Two-way Radio products. This position is for someone typically transitioning from a technical or business role to a customer-facing operations role, whose responsibilities will include ensuring that the contractual commitments are met or exceeded for the ongoing support contracts, within the countries and accounts assigned. The CSM is also responsible for driving services growth, by promoting support services, either as part of a new solution sale or as a standalone service. This position requires a high degree of customer engagement, sales support skills coupled with program planning, and technical knowledge of the various systems and subsystems that form the portfolio. Ideally, experience in working within the delivery or support of complex software solutions will be a benefit. Scope of Responsibilities: Operations: The Customer advocate, providing customers with a single point of contact, to ensure service delivery and Service Level Agreements (SLA) compliance, including ensuring the correct level of quality escalations and timely resolutions are carried out. Maintains product and software lifecycle plans including ensuring plans are provided/maintained from third-party vendors. Manages sub-contractors deliverables and adherence against customer contractual commitments. Executes the support service business plan, manages and reports orders, revenue, and costs, including identifying and implementing areas for improvement to ensure improved service margin, quality, and best practice delivery. Ensures a smooth transition from project implementation to warranty support and service delivery. Manages the service contract renewal process for all assigned service agreements. Business Development: Engages with the customer to identify upsell opportunities within existing accounts, including software support solutions that are adapted to the customer's operational needs, capabilities, and in turn mitigate the customer's operational risks. Supports the account managers when engaging with the customers, including customer meetings, financial and commercial negotiations, roadshows, etc. Supports the Pre-sales team with tender/proposal costs, risks & pricing, including supporting the Procurement team in sub-contractor scope, SLA’s, commercial negotiations, and contract set-up. Essential Qualifications: Excellent communication skills in English (verbal, written, and presentation). Experience either within a Level 2 Technical Support Operations, Project Management, or Customer Support business environment, including the ability to work with the customer/end-users at both management and user levels. Effective stakeholder management skills (internal and external), including the ability to articulate ideas clearly and concisely. Ability to plan, prioritize, and meet strict deadlines, with a business, commercial, and financial acumen, including strong analytical skills. Capable of working through commercial issues and recommending courses of action with experience of problem-solving and conflict resolution. Self-motivated and the ability to effectively prioritize and multi-task, demonstrate flexibility and ownership within a fast-changing and ambiguous environment. Preferred Qualifications: Successful candidates are likely to hold either a Bachelor’s degree from an accredited institution within a business or technical field. A minimum of 7 years’ experience working in an external customer interfacing role, specifically in the Telecommunications, Software Enterprise, or IT Industry. Security Clearance: All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements. Travel Requirements: 25-50% travel is required for this role. Relocation Provided: No relocation assistance is provided for this role. Position Type: This is an experienced position, requiring a strong background in customer support and operations. Referral Payment Plan: A referral payment plan is available for this role. Career Growth Opportunities and Learning Benefits: At blithequark, we are committed to the growth and development of our employees. As a Customer Support Manager, you will have access to a range of training and development opportunities, including: Comprehensive onboarding program to ensure a smooth transition into the role. Ongoing training and development opportunities to enhance your skills and knowledge. Opportunities for career advancement and professional growth within the company. A collaborative and supportive work environment that encourages innovation and creativity. Work Environment and Company Culture: At blithequark, we pride ourselves on our people-first and community-focused culture. We empower every employee to be their most authentic self and to do their best work to deliver on the promise of a safer world. Our company culture is built on the following values: A commitment to safety and security. A focus on innovation and creativity. A collaborative and supportive work environment. A dedication to diversity, equity, and inclusion. Compensation, Perks, and Benefits: At blithequark, we offer a competitive compensation package, including a range of perks and benefits, such as: Competitive salary and bonus structure. Comprehensive health and wellness program. Generous retirement savings plan. Flexible work arrangements, including remote work options. Opportunities for professional development and growth. Conclusion: If you are a motivated and experienced customer support professional, looking for a new challenge and an opportunity to make a real difference in the world, then we encourage you to apply for this role. At blithequark, we are committed to building a safer future, and we need talented and dedicated individuals like you to help us achieve our mission. Apply now to join our team and start your journey with blithequark today!