Geotab Careers

Scaled Customer Success Team Lead

Basis:

Full Time

Team:

Customer Success

Location:

Las Vegas, NV, USA

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 are we looking for
We are looking for amazing talent who can help us build new competencies for our Customer Success Team. Geotab is actively seeking a Scaled Customer Success Team Lead who will manage a complex, growing team focused on driving SMB Customer outcomes while developing, implementing and transitioning to many solutions across the globe. This role requires broad customer success, training and curriculum development experience, email marketing campaign management, technology evaluation and implementation and people leadership experience. The ability to leverage data to quickly identify and address complex and cross-functional gaps negatively impacting the CX at scale is essential.
What are the details of this position
As Scaled Customer Success Team Lead, you will be responsible for the Customer experience for all assigned accounts as measured by Customer engagement metrics, health metrics, churn and MRR. You will need exceptional leadership and organizational skills and an ability to plan, innovate, prioritize and execute projects in an efficient manner without sacrificing quality. Additional responsibilities include performing deep-dive analysis of Customer segments to derive benchmarks and targeted communication for each segment. Strong collaboration across the entire organization (sales, big data, CX, etc.) is essential.
Duties and Tasks/Essential Functions
  • Perform strategy and tactical execution, especially hands-on-keyboard execution and generating ideas from insights

  • Schedule and plan for all digital projects; eg. coordinate campaign set-up requirements, creative development and campaign deployment

  • Manage multiple campaigns simultaneously

  • Develop creative materials, evaluate content messaging and optimize for email deployment

  • Deploy systematic AB testing and monitor results

  • Ensure 80% of assigned accounts participate in onboarding activities and adopt the Geotab platform

  • Leverage technology to develop and implement many strategies to identify continued (lifecycle) value adding conversations with all assigned Customer segments

  • Work alongside the Retention department to understand at-risk Customers and identity solutions to mitigate churn

  • Capitalize on Customer feedback, support tickets and requests to create meaningful engagement campaigns

  • Drive best-in-class CSAT, NPS and MRR for assigned accounts

  • Collaborate with other Customer Success, Sales, Learning Center and Marketing teams across Geotab to contribute to formal value assessments, and ROI analysis for customers to maximize fleet potential

Experience/Skills Required
  • 5+ years of management experience

  • Bachelor's degree in Business Management or a technology-related field; OR 3+ years in a similar role in a technology company offering Saas products

  • Experience building successful scaled success campaigns with quantifiable results

  • Experience dealing with B2C SMB marketing highly valued

  • Content strategy experience (articulating a vision for how words, images and media will work together within the UX to tell the story and achieve tactical goals)

  • Experience in a high growth environment highly desired

  • Demonstrated success in process improvement / innovation (process redesign, new system implementation) required, PMP or Lean Six Sigma Green Belt/Black Belt preferred

  • Knowledge management system administration or learning management system administration preferred

  • High technical fluency required to include advanced Excel knowledge, Salesforce (lightning) and/or Customer Success Platforms (Totango, Gainsight etc.)

  • Exceptional verbal and written communication skills

  • Strong presentation skills, training certification or curriculum development experience preferred 

  • Passport may be required for some roles

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

  • Great accommodation (height-adjustable desks)

  • Light breakfast served daily (cereals, bars, and fresh fruit)

  • Hot lunch or fresh sandwiches served every other Friday

  • Geotab-sponsored sports teams and social events

  • Full medical benefits & 4% 401k 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 provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge.

See what's happening @InsideGeotab