Senior Customer Success Specialist

Basis:

Permanent - Full Time

Area of Interest:

Customer Experience

Location:

Oakville, ON, Canada

Who we are

Geotab is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Marketplace, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram, Twitter or Facebook.

Who you are

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Senior Customer Success Specialist who will partner with our end Customers to fulfill their business needs and objectives using the Geotab platform. If you love technology, can develop meaningful Customer relationships, have experience with all levels of corporate communication, are innovative in your thinking, can drive growth and are keen to join a leading-edge technology firm, we would love to hear from you!

What you’ll do:

As a Senior Customer Success Specialist (Sr CSS), you’ll work directly with Geotab’s large business Customers to ensure they are leveraging the Geotab platform to accomplish their organization’s objectives. The Sr CSS will engage Customers to understand what success looks like for their organization, highlight relevant industry benchmarks and nurture the Customer relationship through meaningful touch-points at regular intervals. The Sr CSS will evaluate relevant metrics (CSAT, Net Promoter and Churn Risk) and independently craft engagement strategies to ensure best-in-class CX. Additionally, the Sr CSS will monitor their Customers’ support tickets and escalate as required to ensure a timely resolution. The Sr CSS will be expected to mentor junior Customer Success Specialists and share best practices to elevate the level of performance of the Customer Success Team. As a key member of the Customer Success Team, the Sr CSS will be expected to identify product and process improvements to continue to evolve our product and service offerings.

How you’ll make an impact
  • Understand the goals, requirements and challenges of large business Customers, and layer that with industry benchmarks to create meaningful recommendations

  • Promote and drive platform adoption by collaborating with Customers on the creation of measurable goals

  • Leverage relevant use cases to help meet Customer needs and create Customer lifetime value and loyalty by actively providing cross sell opportunities and facilitating Marketplace solutions

  • Use your technical expertise to speak in detail on all aspects of the Geotab platform, including the Marketplace, to promote Customer loyalty

  • Work closely with our Product Support, Implementation and Retention Teams to ensure Customer success after their first 90 days

  • Deliver a best-in-class Customer experience by navigating churn indicators and leveraging a holistic view of the Customer life cycle, including various data sets

  • Remain current on industry trends, Geotab products, services and partnerships, and competitors’ products and services; attend relevant conferences, seminars etc.

What you’ll bring to this role
  • 3 years experience on a Customer Success (Account Management/Consultation) Team within a technology company, SaaS preferred

  • 1.5 years of experience providing Customer Success services directly with organizations of 100+ employees

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

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

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

  • Experience building reports to enable business decision-making

  • 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

Why job seekers choose Geotab

Work from home and flex work arrangements

Baby bonus

Home office reimbursement program

Online learning and networking opportunities

Electric vehicle purchase incentive program

Competitive medical and dental benefits (full-time employees only)

Retirement savings program (full-time employees only)

How we work

At Geotab, we understand that the world is always changing and that we need to change with it. Geotab has adopted a hybrid model for working, including a flexible work from home program, with the opportunity to work in our safe, clean offices. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!

We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. Click here to learn more about what happens with your personal data.

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