Customer Success Advocate - US Remote

Overview Company: Motorola Solutions. We are a global organization focused on people and safety, building technologies to protect people, property, and places and to enable safer communities, schools, hospitals, businesses, and nations. Department Overview The Command Center Software Customer Success team ensures the portfolio delivers measurable value to public safety agencies and enterprises by driving product adoption, workflow optimization, and long-term customer loyalty. Customer Success Advocates focus on critical and complex customers, acting as trusted advisors who align capabilities with each customer’s strategic priorities. They guide stakeholders through advanced use cases, maximize impact, and strengthen multi-year partnerships. The team partners with Sales, Product, Deployment, and Support to translate technology into outcomes that protect communities and streamline operations. By being customer-obsessed and data-informed, the organization helps customers integrate solutions into daily operations, maximize investment, and advocate for Motorola Solutions as a long-term partner. 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. Success is measured by the ability to turn technology investments into measurable outcomes through high adoption, retention, and customer advocacy. You will manage a portfolio of customers within an assigned region, working under the guidance of the Senior Manager, Regional Customer Success. You will engage end users and key stakeholders to ensure our solutions are successfully onboarded, configured for real-world workflows, and consistently used in mission-critical scenarios. Responsibilities Reducing Time to First Value for new deployments. Moving customers through increasingly advanced usage tiers. Identifying risks to adoption and retention early and driving 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 your assigned customer portfolio. Lead regular customer touchpoints (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 their operational goals and workflows. Drive high adoption of licensed features with focus on daily active usage and mission-critical workflows. Apply a Good-Better-Best framework to guide customers from basic use to advanced workflows. Use usage statistics and feedback to recommend configuration changes, workflow enhancements, and best practices. Partner with customers to define success criteria, baselines, and measurable outcomes (e.g., response times, call handling efficiency, situational awareness). Document and communicate customer success stories with measurable impacts. Monitor account health via adoption, license activation, utilization, and customer feedback data. Identify early warning signs of churn risk and execute mitigation plans with cross-functional teams. Escalate customer issues and product gaps to Support, Product, and Deployment to drive resolution. Collaborate with Sales, Deployment, Product Activation, and Support for a seamless customer experience through deployment to renewal. Provide feedback to Product and Sales on needs, feature requests, and usage trends. Support Sales in renewal and expansion cycles with adoption insights and risk assessments. Identify gaps and opportunities for expansion (upsell/cross-sell) and partner with Sales to progress them, grounded in demonstrated value. Qualifications Public Safety / Government Technology Experience: Familiarity with public safety operations, PSAPs, 9-1-1 call handling, or government technology environments. Customer Success & Adoption Skills: Experience driving product adoption, conducting regular customer reviews, and managing a book of business against KPIs (e.g., adoption, retention, satisfaction). Data & Tools Fluency: Comfortable using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau) to monitor account health, user behavior, and adoption trends. Communication & Influence: Strong verbal and written communication skills; ability to translate data and product capabilities into customer value and recommended next steps. Problem-Solving & Ownership: Ability to identify risks, propose solutions, and drive follow-through with internal teams and customers. Travel Up to 30-40% travel within the assigned region, as needed for on-site customer meetings, regional events, and internal collaboration. Compensation & Benefits Target Base Salary Range: $90,000 - $100,000 USD. Pay within this range varies based on experience and job knowledge. The actual offer will be based on the candidate. Basic Requirements Required Skills: High School diploma or Bachelor’s degree in Business, Communications, Public Safety, Information Technology, or related experience with SaaS/cloud/mission-critical technology products. 3+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or related customer-facing role. Ability to obtain a background clearance as required by government customers. Notes: This position may be remote. Travel requirements specified above. EEO Statement Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. #J-18808-Ljbffr Motorola Solutions