```html About careerforge At careerforge , we believe that everything starts with our people. We are a global, close‑knit community united by a 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 is essential for safer communities, schools, hospitals, and businesses. Join a career that matters and help us build a safer future. Position Overview The Customer Support Manager (CSM) is the customer advocate and focal point for all customer‑service escalations related to our mission‑critical systems. These systems include Land Mobile Radio solutions, Mission‑Critical Broadband Push‑to‑Talk (MCPTT) software, and two‑way radio products. This role is ideal for professionals transitioning from a technical or business background into a customer‑facing operations role. You will ensure contractual commitments are met or exceeded for ongoing support contracts across assigned countries and accounts, while driving service growth through upsell opportunities and new service sales. Key Responsibilities Customer Advocacy & SLA Management – Serve as the single point of contact for customers, ensuring service delivery and Service Level Agreement (SLA) compliance. Manage quality escalations and guarantee timely resolutions. Lifecycle & Vendor Management – Maintain product and software lifecycle plans, ensuring third‑party vendors provide up‑to‑date documentation and support. Sub‑Contractor Oversight – Monitor subcontractor deliverables and enforce adherence to customer contractual commitments. Business Planning & Reporting – Execute the support service business plan, manage and report orders, revenue, and costs. Identify improvement areas to enhance service margin, quality, and best‑practice delivery. Transition Management – Ensure a seamless handover from project implementation to warranty support and ongoing service delivery. Contract Renewal & Upsell – Lead the service contract renewal process for all assigned agreements and identify upsell opportunities within existing accounts. Business Development Support – Collaborate with account managers on customer meetings, financial and commercial negotiations, rohows, and other engagement activities. Pre‑Sales & Procurement Collaboration – Support the pre‑sales team with tender/proposal costs, risks, and pricing. Work with procurement on subcontractor scope, SLAs, commercial negotiations, and contract set‑up. Essential Qualifications Proven experience in Level 2 Technical Support Operations, Project Management, or Customer Support environments. Strong stakeholder management skills, both internally and externally, with the ability to articulate ideas clearly and concisely. Excellent communication skills in English (verbal, written, and presentation). Demonstrated ability to plan, prioritize, and meet strict deadlines with strong analytical and commercial acumen. Experience resolving commercial issues, recommending courses of action, and managing conflict resolution. Self‑motivated, flexible, and capable of owning tasks in a fast‑changing, ambiguous environment. Preferred Qualifications Minimum of 7 years’ experience in an external customer‑interfacing role within Telecommunications, Software Enterprise, or IT industries. Technical knowledge of complex software solutions and their subsystems. Experience with contract negotiation, SLA definition, and revenue‑management processes. Background in public‑safety or mission‑critical communications solutions is highly valued. Education & Credentials Bachelor’s degree in Business, Engineering, or a related technical field. Alternatively, a strong track record of relevant experience can substitute for formal education. Security & Travel All applicants must be willing to undergo detailed security vetting checks based on country and customer requirements. Travel requirements are 25–50%. Why careerforge? At careerforge , we foster a people‑first culture that empowers every team member to be their authentic self. Our collaborative environment encourages innovation, continuous learning, and a shared commitment to safety. You’ll work alongside passionate professionals who are dedicated to delivering life‑saving solutions to public‑safety agencies worldwide. Career Growth & Learning Structured career pathways with clear advancement opportunities in customer success, technical support, and business development. Access to internal training programs, certifications, and mentorship from industry leaders. Opportunities to lead cross‑functional projects and influence product strategy. Compensation & Benefits While specific figures vary by location, careerforge offers competitive base salaries, performance‑based bonuses, and a comprehensive benefits package that includes Health, dental, and vision insurance. Retirement savings plan with company match. Paid time off, flexible work arrangements, and wellness programs. Employee stock purchase plan and equity options. Professional development stipend and tuition reimbursement. How to Apply If you are driven by a passion for customer success, thrive in a dynamic environment, and want to make a real impact on public safety, we encourage you to apply. Even if you don’t meet every preferred skill, we’d love to hear why you believe you’d be a great addition to the careerforge team. Ready to join a mission‑driven organization that values your expertise? Click the link below to submit your application and take the next step in your career. Apply to this Job ```
Share
Share
