Customer Success Advocate - Northwest

Summary

Motorola Solutions develops technologies that help protect people, property, and places and support safer communities. The Customer Success Advocate manages a regional customer portfolio for the company’s hybrid-cloud portfolio, driving onboarding, product adoption, workflow maturity, retention, and measurable customer outcomes. The role also monitors account health, mitigates risks, identifies expansion opportunities, and collaborates with Sales, Product, Deployment, and Support teams.

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 (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 their operational goals and workflows
• Drive high adoption of licensed features, with specific focus on daily active usage and mission-critical workflows
• Apply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflows
• Use usage statistics and customer 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, 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 the Senior Manager and cross-functional teams
• Capture and escalate customer issues, blockers, and product gaps to the appropriate internal teams (Support, Product, Deployment) to drive resolution
• Collaborate closely 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

Skills

• * Bachelor's Degree in Business, Communications, Public Safety, Information Technology, or a related field; or equivalent practical experience
• * Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position
• * 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 specific KPIs (e.g., adoption, retention, satisfaction)
• * Data & Tools Fluency: Comfort using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau, or similar) to monitor account health, user behavior, and adoption trends
• * Communication & Influence: Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next steps
• * Problem-Solving & Ownership: Ability to proactively identify risks, propose solutions, and drive follow-through with internal teams and customers
• * 1+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or a related customer-facing role, and experience working with SaaS, cloud, or mission-critical technology products
• * Potential 25% travel within the assigned region, as needed for on-site customer meetings, regional events, and internal collaboration

Qualifications

Must Haves

• * Bachelor's Degree in Business, Communications, Public Safety, Information Technology, or a related field; or equivalent practical experience
• * Legal authorization to work in the U.S. indefinitely is required. Employer work permit sponsorship is not available for this position

Nice to Haves

• * 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 specific KPIs (e.g., adoption, retention, satisfaction)
• * Data & Tools Fluency: Comfort using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau, or similar) to monitor account health, user behavior, and adoption trends
• * Communication & Influence: Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next steps
• * Problem-Solving & Ownership: Ability to proactively identify risks, propose solutions, and drive follow-through with internal teams and customers
• * 1+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or a related customer-facing role, and experience working with SaaS, cloud, or mission-critical technology products
• * Potential 25% travel within the assigned region, as needed for on-site customer meetings, regional events, and internal collaboration

Benefits

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