Customer Success Advocate - US Remote - Eastern Region

Job Description

The Customer Success Advocate is a front-line, customer-facing role responsible for ensuring that customers realize the full value of Motorola Solutions’ hybrid‑cloud portfolio. This role focuses on driving product adoption, advancing workflow maturity, and strengthening long‑term relationships.

• Reduce Time to First Value for new deployments, moving customers through increasingly advanced usage tiers.
• Identify risks to adoption and retention early and drive mitigation plans.
• Surfacing expansion and cross‑sell opportunities based on usage and outcomes.
• Build and maintain strong, trusted relationships with operational leadership and end users across the assigned customer portfolio.
• Lead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needs.
• Ensure customers and key work partners clearly understand the "why behind the buy" and that configurations align to operational goals and workflows.
• Drive high adoption of licensed features, focusing on daily active usage and mission‑critical workflows.
• Apply a "Good‑Better‑Best" framework to guide customers from basic use to advanced, integrated workflows, recommending configuration changes, workflow enhancements, and best practices.
• Define success criteria, baselines, and measurable outcomes (e.g., response times, call handling efficiency, situational awareness) with customers.
• Document and communicate customer success stories, including measurable impacts and operational improvements.
• Monitor account health via adoption, license activation, utilization, and customer feedback data.
• Identify early warning signs of churn risk or declining engagement and execute mitigation plans in partnership with senior managers and cross‑functional teams.
• Capture and address customer issues, blockers, and product gaps to the appropriate internal teams.
• Collaborate with Sales, Deployment, Product Activation, and Support to ensure a seamless customer experience from deployment through renewal.
• Provide structured feedback to Product and Sales on customer needs, feature requests, and usage trends.
• Support Sales in renewal and expansion cycles by providing adoption insights, success stories, and risk assessments.
• Listen for gaps in capabilities, emerging needs, and manual workflows that can be improved with complementary products and features.
• Identify whitespace and expansion opportunities (upsell / cross‑sell) and partner with Sales to progress them, grounded in demonstrated value and strong adoption.

• Familiarity with public safety operations, PSAPs, 9‑1‑1 call handling, or government technology environments.
• Experience driving product adoption, conducting regular customer reviews, and managing a book of business against specific KPIs (e.g., adoption, retention, satisfaction).
• Comfort using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau, or similar) to monitor account health, user behavior, and adoption trends.
• Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next steps.
• Ability to proactively identify risks, propose solutions, and drive follow‑through with internal teams and customers.

• High School diploma, or Associates, Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or experience working with SaaS, cloud, or mission‑critical technology products.
• 3+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or Public Safety in a customer‑facing role.
• Must be able to obtain a background clearance as required by our government customers.

Up to 30–40% travel within the assigned region, as needed for on‑site customer meetings, regional events, and internal collaboration.

Target Base Salary Range: $90,000 - $100,000 USD. Consistent with Motorola Solutions values and applicable law, we provide the following information to promote pay transparency and equity. Pay within this range varies and depends on job‑related knowledge, skills, and experience. The actual offer will be based on the individual candidate.

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401(k) with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave and more!

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected characteristic.