Geotab Careers

Implementation Specialist (Bilingual Spanish/English)

Basis:

Full Time

Team:

Implementation

Location:

Oakville, ON, Canada

Who is Geotab
Geotab, a global leader in connected transportation and IoT, is one of the fastest-growing technology companies in North America and a certified “Great Place to Work.” Each day, Geotab processes billions of data points from over 1.8 million connected vehicles. Geotab extracts actionable insights from this data, empowering businesses to track and manage fleets of every size. Geotab’s hardware devices, software platforms and applications help keep drivers in over 130 countries compliant, safe and efficient. Global demand for telematics is increasing and Geotab is leading the way. Are you ready to join us? To see what it’s like to be a Geotabber, follow us @InsideGeotab on Instagram, Twitter or Facebook today!
Who we are looking for
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is actively seeking a Customer Implementation Specialist who will partner with enterprise Customers to deliver best-in-class onboarding and continuous learning programs. If you love technology, are able to develop meaningful customer relationships, drive business growth, are innovative in your thinking and keen to join a leading edge technology firm, we would love to hear from you!
What are the details of this position
As an Implementation Specialist, you’ll work directly with Geotab’s Large Business Customers and Resellers to drive product adoption and uncover customer use cases to create customized and many onboarding plans. The Sr CIS will evaluate relevant metrics (CSAT, Net Promoter and Churn risk) and craft engagement strategies to remediate, where necessary, to ensure best-in-class CX. The CIS will monitor their Customers’ support tickets and escalate, as required, to ensure a timely resolution. As a key member of the Customer Success Team, the CIS will be expected to identify product and process improvements to continue to evolve our product and service offerings.
Duties and Tasks/Essential Functions
  • Understand the goals, requirements and challenges of Large Business Customers, and layer that with industry benchmarks to create and drive the adoption of a custom onboarding plan

  • Continue to support client engagement with the product through a continuous learning strategy

  • Maintain minimum CSAT, NPS and CES scores

  • Onboarding of new accounts as assigned within two weeks of account assignment

  • Drive adoption rate required through first 90 days of Customer life

  • Perform risk review cases, as assigned by the Retention Department, within timeline SLA

  • Use onboarding best practices to iterate upon existing scaled onboarding practices, driving increased training take rates and reducing time to proficiency timeframes in the SMB space

  • Use your technical expertise to become a product SME, ensuring the ability to speak in detail on all aspects of the Geotab platform, including the Marketplace, and leverage that expertise to ensure customer loyalty through tangible, meaningful touch-points, and the completion of the onboarding plan

  • Work closely with our Product Support, Customer Success and Retention teams to ensure customer success during the first 90 days; remain accessible for any incremental or remedial training required to deliver a best in class customer experience and navigate churn indicators by leveraging a holistic view of the customer life cycle, including various data sets relevant to their experience

  • Drive Customer lifetime value by dissecting Customers needs, and actively cross-selling within the Geotab Marketplace to ensure Customers get the most out of the platform

  • Remain current on industry trends, Geotab products, services and partnerships, be knowledgeable of our competitors’ products and services and remain at the forefront of the Customer Success Industry by attending relevant conferences, seminars etc.

  • Engage in continuous learning opportunities including Excel Master, CAFM and other opportunities as required

  • Ensuring Generic Account Health

Experience/Skills Required
  • Bachelor's degree in Business Management, Marketing, Communications, or Technology related field, or 2 additional years equivalent experience

  • 2+ years experience on an Implementation (onboarding/training) Team within a technology company,  SaaS preferred

  • 1+ years of experience providing Implementation services directly with organizations of 20+ employees

  • Exemplary interpersonal, written communication, and presentation skills to articulate complex information and action plans to all levels

  • Ability to adapt and thrive in a constantly changing environment

  • Ability to manage multiple tasks/ projects simultaneously and engage in complex problem solving

  • Advanced Excel skills, Excel Master preferred

  • Experience leveraging Customer Success tools/systems to complete workflows, Salesforce (Lightning) preferred 

  • Reporting Analyst or Business Analyst experience preferred

  • Fluent in Spanish and English

What makes our staff passionate about Geotab?
  • Table Tennis at the office - bring your own bat!

  • Great accommodation (brand new office building, height-adjustable desks)

  • Light breakfast served daily

  • Hot lunches or fresh sandwiches served every Friday

  • Geotab-sponsored sports teams and social events

  • Full medical benefits and 4% company matching RSP (full-time employees only)

Our Core Values
Geotab is shaping the future of telematics. Using leading technology, we embrace change and challenge the status quo. To stay ahead of the curve, we keep Geotabbers energized with data bootcamps, course subsidies, Friday lunches, and more. We believe collaboration leads to innovation; our teams stretch across floors, cities and continents. All employees, from the CEO to the summer students, maintain an open-door policy. Whether we’re fine-tuning our products, or boosting our office culture, we’re building a foundation for long-term success. To us, this means safer roads, more efficient fleets and a team of dynamic Geotabbers!
Geotab encourages applications from all qualified candidates. Geotab is committed to accommodating persons with disabilities throughout the interview, selection and employment process. If you require accommodation at any stage of the application process or want more information about our accommodation policies and practices, please contact us at (416) - 434 4309.

See what's happening @InsideGeotab