Customer Success Advocate

Company Overview

At Motorola Solutions, 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. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Aperçu de l’entreprise

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nous concevons et connectons des technologies qui contribuent à protéger les personnes, les biens et les infrastructures. Nos solutions favorisent la collaboration essentielle pour améliorer la sécurité des populations, des écoles, des hôpitaux, des entreprises et, finalement, des nations. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

Department Overview

The Motorola Solutions Command Center Software Customer Success team plays a critical role in realizing Motorola Solutions’ mission to connect people in the moments that matter. Our team ensures that the Command Center Software portfolio delivers measurable value to public safety agencies and enterprises by driving deep product adoption, workflow optimization, and long-term customer loyalty.

Within this organization, Customer Success Advocates focus on our most critical and complex customers, acting as trusted advisors who align Motorola Solutions’ capabilities with each customer’s strategic priorities. CSAs use data, product expertise, and a deep understanding of customer operations to guide stakeholders through advanced use cases, maximize the impact of our mission-critical solutions, and strengthen multi-year partnerships.

We partner closely with Sales, Product, Deployment, and Support teams across Motorola Solutions to translate our mission-critical technology into outcomes that protect communities and streamline operations. By being customer-obsessed and data-informed, the Customer Success organization helps customers fully integrate our solutions into daily operations, maximize their investment, and advocate for Motorola Solutions as a strategic, long-term partner.

Job Description

Job Description

As a Customer Success Advocate, 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.

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 play a critical role in:

• 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.

Key Responsibilities

1. Customer Engagement & Adoption

• 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.

2. Workflow Maturity & Value Realization

• 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.

3. Health Monitoring & Risk Management

• 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.

4. Cross-Functional Collaboration

• 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.

5. Expansion & Growth Identification

• 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.

Performance Measurement & Key Metrics

Your performance in this role will be evaluated based on individual contributions to the region’s key pillars:

1. Product Adoption Rates

• Feature penetration within your customer portfolio.

• License activation and active usage.

• Progression of customers from “Basic” to “Advanced” user status.

2. Net Retention & Renewals Support

• Contribution to regional Net Retention Rate (NRR) through strong adoption and risk mitigation.

• Support of renewal motions via account health insights and value realization stories.

3. Customer Satisfaction & Advocacy

• Net Promoter Score (NPS) and other voice-of-customer metrics within your portfolio.

• Creation of referenceable customers and success stories.

4. Adoption Velocity

• Reduction of Time to First Value for new customers.

• Ensuring customers reach a stable adoption plateau within the first 90 days of deployment, in partnership with regional teammates.

Preferred Skills

• Multilingual Account Management: Native/Professional French fluency, with the capability to drive customer success, lead business reviews, and handle escalations for French-speaking accounts.

• 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.

Travel Requirements

• 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: 115,000 - 130,000 CAD

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.

Basic Requirements

• Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or a related field; or equivalent practical experience.

• 3–5+ years of professional experience in Customer Success, Account Management, Technical Account Management, Support, or a related customer-facing role.

Travel Requirements

Under 25%

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

EEO Statement

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. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.

We’re committed to providing an inclusive and accessible recruiting experience for candidates with disabilities, or other physical or mental health conditions. To request an accommodation, please complete this Reasonable Accommodations Form so we can assist you.

Motorola Solutions adopte, favorise et promeut les principes de diversité, d’équité et d’inclusion. Nous encourageons et accueillons les candidatures de toutes les personnes qualifiées, quelles que soient leur race, origines ethnique, religion ou croyance, orientation sexuelle, identité et expression sexuelle, statut d’anciens combattants ou tout autre statut protégé par la Loi.

Nous sommes fiers de notre culture axée sur les personnes et les communautés, encourageant ainsi chaque Motorolan d’être la version la plus authentique de lui-même dans ses responsabilités afin de tenir la promesse d’un monde plus sécuritaire.

Si vous souhaitez vous joindre à notre communauté mais croyez que vous ne possédez pas toutes les exigences requises pour le poste convoité, nous aimerions tout de même connaître les raisons pour lesquelles vous pensez être un excellent candidat pour notre équipe.

Nous offrons également des mesures d’adaptation pendant toutes les étapes du processus d’embauche afin de favoriser l’inclusion des personnes vivant avec un  handicap physique et/ou mental. Pour demander un aménagement, veuillez remplir ce formulaire d'aménagement raisonnable afin que nous puissions vous aider.