Geotab Careers

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, someone who can contribute to our Customer Experience efforts and deliver results! Geotab is actively seeking a Customer Success Specialist Team Lead who will manage a growing team of Customer Success Specialists. This role requires broad Customer Success experience, the ability to quickly understand complex and time sensitive Customer escalations, and competency in synthesizing evolving market trends into actionable operations for the team. If you love technology, managing a team, are well organized, Customer Service-oriented and are keen to join an industry leader — we would love to hear from you!
What are the details of this position
The Customer Success Team Lead will be responsible for the Customer Experience for all assigned accounts, to include Customer engagement level, health metrics/ churn mitigation and identifying and creating strategies to remedy any/all gaps that hinder a best-in-class CX. The position requires a robust understanding of team management and will require expert knowledge and understanding of the Geotab product. The successful candidate must have experience managing Customer Success teams in a technology company offering SaaS products. This role requires exceptional leadership and organizational skills with an ability to plan, innovate, prioritize and execute projects in an efficient manner without sacrificing quality, or accuracy. Additional responsibilities include 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. The Customer Success Team lead has full accountability/responsibility for the reporting team and all Customer outcomes.
Duties and Tasks/Essential Functions
  • Ensure assigned accounts are engaged as well as adding value and impactful business insights to them

  • The success of all assigned customers to include health score, utilization of the product and the level of engagement with the Customer Success Team.

  • Develop and implement strategies to identify continued (lifecycle) value adding conversations with all assigned customer segments

  • Creation and management of engagement cadence with all assigned customer segments, prioritizing customers by size, complexity, and risk

  • Ownership of all assigned account outcomes and remediation efforts that support a best in class customer experience

  • Translate conversations with end customers into new feature requests that shape Geotab’s development roadmap

  • Maintain accurate staff forecast

  • Coach and mentor a team of Customer Success Specialists to achieve defined performance metrics (measured weekly, monthly, quarterly)

  • Ensure team members provide best in class engagement for customers through review of appropriate metrics and auditing of case notes

  • Daily monitoring and distribution of tasks, projects, and cases amongst the team to ensure department case queues and SLAs are met

  • Collaborate with Implementation Specialists, and all Geotab teams to contribute to formal value assessments, and ROI analysis for customers to maximize fleet potential

  • Complete ongoing market research (industry trends in the 1 to 3-year time range) stay current on existing and new Geotab products, services and partnership

  • Research our competitor's products, services and approach to the customer experience; attend relevant conferences, seminars etc.

Experience/Skills Required
  • Minimum of 3 years in a similar role in a technology company offering Saas products

  • Minimum of 3 years management experience required

  • Bachelor Degree in Business Management or Technology related field, or 3 years equivalent experience required

  • Demonstrable ability to solve complex issues (multi-layered / interdepartmental)

  • Demonstrated success in process improvement / innovation (process redesign, new system implementation)

  • Demonstrated success in leading team as measured by exceeding KPI’s / SLAsHigh technical fluency required

  • Systems experience with Salesforce (Lightning) and Google for work applications required

  • Must have advanced Excel skills including creation of pivot tables and complex reporting

  • Exceptional verbal and written communication skills

  • Highly organized team player with a positive attitude

  • Demonstrated ability to manage multiple tasks and projects simultaneously

  • Strong presentation skills

  • Technical proficiency with wireless devices and systems (cell phones, tablets, networks, etc.) preferred

  • Familiarity with Fleet Industry preferred

  • Fluency in French or Spanish is considered an asset

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