Oakville, ON, Canada - Full Time

Who is Geotab:

Imagine millions of vehicles driving across the globe 24/7. Next, imagine that you collected rich location, engine and vehicle behaviour data on each vehicle through a plug and play device. Our customers have the power to take this data and provide valuable insight toward their businesses because of the Geotab platform. Geotab is one of the leading telematics technology companies in the world and is focused on continuing our rapid expansion worldwide. For more information visit us at www.geotab.com.

About the Role:

The Customer Success Manager will lead the implementation and ongoing customer success teams.  The Customer Success Manager will uncover trends per customer segment and create KPIs for managers and team members to create meaningful engagement, increase retention and leverage Geotabs portfolio of products and services to create increasing value for our customers.  The Customer Success Manager will be a SME in the customer success industry with experience implementing new systems, sophisticated experience leveraging customer insights/data with a history of innovation with tangible metrics to support. This role will set the short to midrange (1 -2) year strategy for the customer success team and will build the supporting architecture to fuel Geotabs growth.  There will be a high focus on scalable solutions, specifically leveraging systems, automation and Geotabs rich data set.

You are an inspirational leader, you pair your own success with that of your team. In the absence of clarity, you proactively seek out resolution. You have experience scaling processes and have an eye on the horizon for innovative new offerings/solutions. You love to win.

To be successful you will be a self-starter with outstanding written and verbal communication skills.  You will have the ability to quickly understand complex technical concepts and proactively seek out SMEs in all functional areas to fill knowledge gaps.  You will be comfortable diving into large and complex data sets to discover trends/ insights that will ultimately shape business processes. You will find new ways of improving your teams performance and continually raise the bar. You’re a strong collaborator, skilled problem solver and love a good challenge.

Your Responsibilities:

  • Manage a diverse of team of 30+ employees including multiple 1st line managers
  • Identify key performance metrics for both internal team performance as well as external customer satisfaction/ engagement
  • Understand the customer lifecycle and behavior by analyzing cross functional (multi system) data
  • Drive innovation through scalable solutions that create tangible and measurable value as reflected in retention metrics, customer engagement and additional partner sales
  • Develop an in-depth understanding of each customer segment and craft scalable engagement strategies
  • Work alongside the Retention department to understand at risk customers and identity solutions to mitigate churn
  • Capitalize on customer feedback, support tickets and request to synthesize meaningful and strategic improvements to Geotabs products and services
  • Create and execute Strategic Engagement Plans for each customer segment
  • Evaluate the quality and relevancy of teams work, design action plans where needed
  • Successfully navigate escalations to include complex client deployments, customer retention efforts and other escalations as required
  • Complete ongoing market research (industry trends in the 1 - 3 year time range), stay current on existing and new Geotab products, services and partnership.  Remain at the forefront of the Customer Success Industry by attending relevant conferences, seminars etc. Be knowledgeable of our competitors products, services and approach to the Customer Experience
  • Skilled in Salesforce (Lightning) and associated Customer Success tools
  • Write one blog post per year

  • Your Qualifications:

  • Bachelor’s Degree (business or technology related) or 7 years equivalent experience required (MBA strongly preferred)
  • Minimum of 3 years leading a Customer Success Team in a technology company with a SaaS model
  • Experience leading a team > 10 with at least one level of management
  • Experience in a high growth environment highly desired
  • New system evaluation and implementation a plus
  • Highly organized and focused
  • Demonstrated ability to manage multiple tasks and projects simultaneously
  • Excellent interpersonal, verbal and written skills
  • Strong presentation skills
  • Systems experience preferred particularly with Google work platform and Salesforce

  • 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 Friday
    Geotab sponsored sports teams, dress up days, fun social events
    Full medical benefits & 4% company matching retirement savings plan

    Our Core Values:

    Geotabbers innovate and seek creative ways to continuously improve. Collaboration and teamwork defines the way we work. We love being ahead of the curve, using leading technology, and being agile in every way we do business. We work hard, and we definitely  play hard. From the CEO - to the staff - there is an open-door policy for all of us to freely communicate. Geotabbers are dynamic, and enjoy working in a fast-paced work environment. We own our work and take responsibility in a true entrepreneurial spirit!

    Geotab encourages applications from all qualified candidates. Geotab is committed to accommodating persons with disabilities throughout the interview, selection and employment process. If you require accommodation at any stage of the application process or want more information about our accommodation policies and practices, please contact us at (416) - 434 4309.