Motorola Solutions

Customer Success Advocate

Motorola Solutions$115K — $130K *
US-Anywhere
+ 2 other locationsRemote
Information Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Business, Communications, Public Safety, IT, or related field; or equivalent experience
  • 3-5+ years in Customer Success, Account Management, or similar customer-facing role
  • Familiarity with public safety operations and government technology environments
  • Experience in driving product adoption through regular customer engagement
  • Proficient in CRM and BI tools such as Salesforce or Tableau
  • Strong communication skills to articulate value propositions
  • Proven problem-solving skills with an ownership mindset

Responsibilities

  • Manage a portfolio of customers, ensuring successful onboarding and usage of solutions
  • Build and maintain strong relationships with stakeholders and end users
  • Conduct regular reviews to assess usage and customer needs
  • Drive adoption of licensed product features in mission-critical workflows
  • Monitor account health and identify risks to adoption and retention
  • Collaborate across teams to enhance the overall customer experience
  • Identify upsell and cross-sell opportunities based on customer feedback

Benefits

  • Opportunities for professional growth and development
  • Collaborative work environment
  • Support for work-life balance
  • Travel opportunities for regional engagement
  • Access to cutting-edge technology solutions
Full Job Description
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
  • 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

About Motorola Solutions

Motorola provides products, technologies, and services for mobile, wireline digital communication, information, and entertainment applications. Its product portfolio includes smartphones operating on the Android operating system, feature phones, media tablet devices, wireless accessories, and more. Its range of smartphone products includes the Moto X first generation, Moto X second generation, Moto G first generation, Moto G second generation, and more. It is also the manufacturer of Moto 360, a smartwatch that provides services such as notifications, updates, and other related features. It also provides monitors, cordless phones, applications, and accessories such as cases, wireless headsets, wireless speakers, and more. In addition, it provides multimedia content, including video, voice, messaging, and cloud-based and Internet-based applications and services to multiple screens such as mobile devices, televisions, media tablets, and personal computers. Its Medios service platform enables service providers to deliver content on devices. Motorola is based in Chicago, Illinois. It primarily sells its products in the United States, China, Brazil, and Singapore. Motorola currently operates as a subsidiary of Google Inc.

Motorola Solutions Careers

Join the dynamic team at Motorola Solutions today and be part of a company renowned for its relentless innovation, leadership in technology, and a commitment to professional excellence. As a global leader in communications and electronics, Motorola Solutions offers unparalleled job opportunities designed to empower your career growth and development. Work You’ll Do At Motorola Solutions, you will collaborate with a diverse team of experts who are at the forefront of technological innovation and public safety solutions. Our work impacts lives, ensuring safety and security for communities around the world. You will be part of a culture that values diversity, equity, and inclusion, and where every team member’s contribution is valued. Lead in Innovation and Technology Motorola Solutions is not just about radios and hardware; we are at the cutting edge of software solutions, AI, and data analytics. By joining our team, you will work on groundbreaking projects that redefine how public safety communicates in the digital age. Your work will help develop smart solutions that keep people safe and businesses thriving. Grow Your Career With Motorola Solutions, your career trajectory is boundless. We offer a variety of professional development and leadership training programs to help you hone your skills and advance within the company. From internships to full-time positions, Motorola Solutions is committed to nurturing talent and fostering an environment where innovation thrives. Benefits and Culture Our employees enjoy a competitive package of benefits that supports their life and well-being. These include health, vision, and dental insurance, employee assistance programs, and flexible working arrangements. At Motorola Solutions, we believe in maintaining a work-life balance that fosters both personal and professional growth. Join Our Team Explore the numerous employment opportunities at Motorola Solutions. Whether you are a seasoned professional or a recent graduate, we have positions ranging from engineering to marketing, sales to project management. We are hiring individuals who are passionate, curious, and ready to drive change. Networking and Professional Development Motorola Solutions values networking and connections within the industry. We encourage our employees to engage in various professional groups and forums to enhance their networking skills and industry knowledge. This engagement is pivotal in fostering a collaborative environment and sparking innovation within our teams. Internship Programs Our internship programs offer a robust introduction to the world of public safety solutions and communications technology. Interns at Motorola Solutions gain hands-on experience, working alongside seasoned professionals and participating in projects that make real-world impacts. Stay Connected Join the Motorola Solutions career community to stay updated on new job openings, company news, and industry developments. Tailor your job search with our career tools and get tips on crafting the perfect resume and acing your interview. Search Motorola Solutions Jobs Ready to start your journey with Motorola Solutions? Search open positions that match your skills and interests. We are looking for individuals who are driven, creative, and ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding career opportunities that await at Motorola Solutions.
Learn more about Motorola Solutions
Size
18,700 employees
Market Cap
$42.7 billion
Industry
Net Income
$949 million
Founded
1928
5 Year Trend
+6.2%
Revenue
$7.4 billion
NASDAQ

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