Customer Success Advocate - West Coast Region

Motorola Solutions•Las Vegas, NV

2d•Hybrid

About The Position

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. 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. 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.

Requirements

High School diploma, Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or a related field; or equivalent practical experience.
3+ 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.

Nice To Haves

Familiarity with public safety operations, PSAPs, 9-1-1 call handling, or government technology environments.
Experience driving product adoption, conducting regular customer reviews, and managing a book of business against specific KPIs (e.g., adoption, retention, satisfaction).
Comfort using CRM and BI tools (e.g., Salesforce, Gainsight, Tableau, or similar) to monitor account health, user behavior, and adoption trends.
Strong verbal and written communication skills, with the ability to translate data and product capabilities into clear customer value and recommended next steps.
Ability to proactively identify risks, propose solutions, and drive follow-through with internal teams and customers.

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.