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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.

• 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.