Customer Success Advocate US Remote

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.

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.

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.

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.

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.

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.

Preferred 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 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 3040% travel within the assigned region as needed for on-site customer meetings regional events and internal collaboration.

Target Base Salary Range: $90000 - $100000 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.