Customer Success Advocate - Northwest

Motorola Solutions; Chicago (IL); On-site; USD 78,000 - 85,000; Full time

Benefits offered by this job

Incentive Bonus Plans

401K with Company Match

Medical, Dental, Vision benefits

Paid Holidays

Job summary

Motorola Solutions seeks a Customer Success Advocate to manage a regional portfolio, drive product adoption, and strengthen long-term relationships. You will onboard customers, configure workflows, and guide stakeholders through mission-critical use cases to maximize value.

You will collaborate with Sales, Product, Deployment, and Support to ensure a seamless experience from deployment through renewal, monitor adoption and health, and surface risks early while pursuing expansion opportunities.

Qualifications

• Bachelor’s degree in Business, Communications, Public Safety, Information Technology, or related field or equivalent practical experience.
• Legal authorization to work in the U.S. indefinitely is required.
• 25% travel within region may be required.

Responsibilities

• Build and maintain trusted relationships with executive sponsors and end users across assigned customers.
• Lead onboarding, quarterly business reviews, health checks to review usage and outcomes.
• Drive adoption of licensed features and identify expansion opportunities.
• Collaborate with Sales, Deployment, Product Activation and Support for a seamless customer journey.

Skills

Public Safety Experience

Customer Success

SaaS experience

Communication skills

Problem solving

CRM & BI tools

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Gainsight

Tableau

Job description

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.

Department Overview

The Motorola Solutions Rave and 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 Rave and 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.

Job Description

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.

Responsibilities/Expectations

• 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 elevate 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.

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.
• 1+ 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.

Travel Requirements

• Potential 25% travel within the assigned region, as needed for on‑site customer meetings, regional events, and internal collaboration.

Target Base Salary Range

$78,000 - $85,000 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.

Basic Requirements

• Bachelor’s Degree in Business, Communications, Public Safety, Information Technology, or a related field; or equivalent practical experience.
• Legal authorization to work in the U.S. indefinitely is required.
• Employer work permit sponsorship is not available for this position.
• Travel Requirements: None

Relocation Provided

• None

Position Type

• Experienced Referral Payment Plan Yes

Our U.S. Benefits include

• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off PackagesEmployee Stock Purchase Plan
• Paid Parental & Family Leave
• and more!

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.

MOTOROLA SOLUTIONS 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.

Learn more at www.motorolasolutions.com.