Customer Success Specialist

Basis:

Permanent - Full Time

Area of Interest:

Customer Experience

Location:

Las Vegas, NV, USA

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 Customer Success Specialist who will partner with our end customers to help translate their business needs and objectives into their use of the Geotab platform. If you love technology and are keen to join an industry leader - we would love to hear from you!

What you'll do

As a Customer Success Specialist, you’ll work directly with Geotab’s Medium-Size Business customers to ensure they are leveraging the Geotab platform to accomplish their organization’s objectives. The Customer Success Specialist will engage customers to understand what success looks like for their organization and nurture the customer relationship through thoughtful touchpoints at a regular interval. The Customer Success Specialist will evaluate relevant metrics (CSAT and Churn risk) and independently craft engagement strategies to ensure best in class customer experience. Additionally, the Customer Success Specialist will monitor their customers’ support tickets and escalate as required to ensure a timely resolution. As a core member of the Customer Success Team, the Customer Success Specialist will be expected to identify product and process improvements to continue to evolve our product and service offerings.

How you'll make an impact
  • Ensure that all assigned accounts are engaged at least quarterly with meaningful communication that adds value to the customer's experience

  • Promote and drive platform adoption by collaborating with customers on the creation of measurable goals aligned with their objectives

  • Use your technical expertise to become a product SME, ensuring the ability to speak in detail on all aspects of the Geotab platform and leveraging that expertise to ensure customer loyalty through the completion of valuable touchpoints for all assigned accounts

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

  • Navigate churn indicators and leverage CSAT results to engage additional resources as needed

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

  • Engage in continuous learning opportunities including Excel Master (company-sponsored)

What you'll bring to this role
  • Bachelor's Degree in Business Management, Marketing, Communications, or Technology related field, or 2 additional years equivalent experience

  • 2+ years experience on a Customer Success (Account Management/Consultation) Team within a technology company, SaaS preferred

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

  • Excellent interpersonal, verbal and written skills to articulate 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 problem solving

  • Intermediate Excel skills

  • Passport Required

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

  • Bilingual in Spanish or French 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

Full medical benefits & 4% 401k company matching RSP (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!

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. Click here to learn more about what happens with your personal data.

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