**Senior 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. Geotabs 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 were 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 its like to be a Geotabber, check out our and follow us @InsideGeotab on , or . Join our to learn more about job opportunities and company news.

At Geotab, all staff must be fully vaccinated in order to be eligible to work in our North American offices at this time. Accordingly, any job offer for an onsite position resulting from this posting will be conditional upon the successful candidate providing evidence of full vaccination. Accommodations may be made for those who cannot be vaccinated based on medical or other legally protected grounds.

Geotab policies and requirements are subject to change based on local or federal guidelines.

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 youll do:

As a Senior Customer Success Specialist (Sr CSS), youll work directly with Geotabs large business Customers to ensure they are leveraging the Geotab platform to accomplish their organizations 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 youll 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 youll 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

Full medical benefits & 4% 401k company matching RSP

*The above are offered to full-time permanent 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 to learn more about what happens with your personal data.