Job Overview
Location
Quebec Remote Work, More...
Job Type
Full-time
Category
Customer Success
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Manage a portfolio of customers within an assigned region, ensuring successful onboarding, configuration, and consistent use of Motorola Solutions’ Command Center Software in mission-critical scenarios.
- • Build and maintain trusted relationships with operational leadership and end users across assigned customers to align software usage with their operational goals and workflows.
- • Lead regular customer touchpoints including onboarding sessions, Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and health checks to review usage, outcomes, and future needs.
- • Drive high adoption of licensed features with a focus on daily active usage and mission-critical workflows, ensuring customers fully leverage the hybrid-cloud portfolio.
- • Apply a "Good-Better-Best" framework to guide customers from basic use cases to advanced, integrated workflows that enhance operational efficiency.
- • Use usage statistics, customer feedback, and data insights to recommend configuration changes, workflow enhancements, and best practices that maximize value realization.
- • Define success criteria, baselines, and measurable outcomes with customers, such as reduced response times, improved call handling efficiency, and enhanced situational awareness.
- • Monitor account health using adoption rates, license activation, utilization metrics, and customer feedback to identify early warning signs of churn or declining engagement.
- • Execute mitigation plans in partnership with the Senior Manager and cross-functional teams to address adoption risks and retain high-value customers.
- • Capture, escalate, and track customer issues, blockers, and product gaps to Support, Product, and Deployment teams to ensure timely resolution.
- • Collaborate closely with Sales, Deployment, Product Activation, and Support teams to ensure a seamless customer experience from initial deployment through renewal.
- • Provide structured feedback to Product and Sales teams on customer needs, feature requests, and usage trends to influence product roadmaps and sales strategies.
- • Support Sales during renewal and expansion cycles by delivering adoption insights, success stories, and risk assessments grounded in data and customer outcomes.
- • Identify whitespace and expansion opportunities (upsell/cross-sell) by listening for gaps in capabilities, emerging needs, or manual workflows that can be addressed with complementary products or features.
- • Document and communicate customer success stories with measurable impacts to build referenceable clients and strengthen brand advocacy.
- • Reduce Time to First Value for new deployments by accelerating customer progress toward stable adoption plateaus within the first 90 days of implementation.
- • Contribute to regional Net Retention Rate (NRR) by driving product adoption, mitigating churn risks, and ensuring strong customer renewal outcomes.
- • Track and report on key performance metrics including feature penetration, license activation, progression from "Basic" to "Advanced" user status, Net Promoter Score (NPS), and customer satisfaction indicators.
- • Travel up to 30–40% within the assigned region for on-site customer meetings, regional events, and internal collaboration.
🎯 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
- • Familiarity with public safety operations, PSAPs, 9-1-1 call handling, or government technology environments
- • 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
🏖️ Benefits
- • Target base salary range of 115,000 - 130,000 CAD
- • Referral payment plan available
- • Remote work flexibility with travel required up to 30–40% within assigned region
- • Inclusive, people-first culture focused on diversity, equity, and inclusion
- • Opportunity to work on mission-critical technology that protects communities and saves lives
- • Support for reasonable accommodations during the recruiting process for candidates with disabilities or other physical or mental health conditions
Skills & Technologies
Remote
Degree Required
About Motorola Solutions, Inc.
Motorola Solutions, Inc. is a communications and analytics company headquartered in Chicago, Illinois. It designs, manufactures and services mission-critical two-way radios, body-worn and in-vehicle video systems, command-center software, managed and support services, and broadband LTE solutions for public safety, government, utilities, transportation and commercial customers worldwide. The company traces its origins to the original Motorola founded in 1928 and was spun off in 2011, focusing exclusively on public safety and professional communications after selling its mobile handset business. Its products are used by police, fire, emergency medical services, military and industrial workforces for secure, reliable real-time voice, data and video communications.
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