Las Vegas, NV, USA - 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

About the Role:

Geotab is looking for amazing talent, someone who can contribute to our US Operations - Fleet Division and deliver results! We are actively seeking a Retention Specialist.  The ideal candidate is a self-starter with strong written and verbal presentation proficiency and excellent communication skills. Applicant should have the ability to probe and identify the root cause of customer concerns so immediate resolutions can be provided allowing for retention or reacquisition of accounts. Prior Fleet Management or account retention experience is a plus. In addition, the successful candidate will have customer relationship management and customer lifecycle skills with an ability to identify needs, develop effective solutions, and manage projects through completion.

If you love technology, are able to develop meaningful customer relationships, have experience with all levels of corporate communication, are innovative in your thinking, drive growth and are keen to join a leading edge technology firm  – we would love to hear from you!

The Retention Specialist is responsible for assessing the churn risk of current clients, and developing strategies to combat those risks. They will  support the Customer Success Team with client retention; providing expertise and guidance, and collaborating on solutions to better the client experience. This highly visible position will need to have an understanding of the client journey, highlight any churn risks, and work to increase satisfaction and client loyalty. They will use their expertise to develop strategic solutions to improve the client experience and help mitigate churn. They will report feedback provided by the customer to help improve the Geotab solution and build new retention tactics for the Fleet Division.

Major components of this role are to carefully listen to and understand customer issues; empathize and de-escalate upset customers; utilize available resources to identify strategic solutions for customers; ability to quickly build rapport; efficiently handle the call while capturing details of the customer account; ensure customer satisfaction through effective first call resolution, complete issue resolution and re-establish service. The ability to retain business by identifying features that the customer may not be utilizing prior to cancellation is key.

As an important part of the client relationship, the Retention Specialist will collaborate with Geotab Sales, Fleet Division Implementation Specialists, Product Support, Fulfillment and the entire Geotab organization to deliver results that align with the goals of Geotab and the Client.  It is ultimately the Retention Specialist's responsibility to ensure all facets of the Client Business and Strategic Plan operate for optimal results, as well as hold Geotab accountable for the retention of the customer’s business.

To perform this job successfully, the individual must be able to perform each of the following duties and responsibilities satisfactorily.  This is not inclusive and other duties may be assigned, as necessary, based on business need. The requirements listed below are representative of the knowledge, skill, and ability required for this position.

Your Responsibilities:

  • Evaluate and categorize Geotabs customers into various risk categories leveraging various CRM platforms, databases and data sets.
  • Collaborate with BigData to understand customers churn risk as well as broader customer behavior analysis.
  • Work with and provide insight and expertise to the Account Relationship Team during all account retention efforts. Provide solutions for any challenges the customer may be facing, while promoting Geotab products and services.
  • Work directly with the Account Relationship Team, identify and assess Clients’ needs to achieve Client satisfaction and loyalty, building sustainable relationships of trust through open and interactive communication.  Develop an in-depth understanding of each Client and clearly define their fleet purpose and needs, goals and objectives.
  • Work with the Account Training Team to create a Business and Strategic Onboarding Plan for each Client, which includes specific actions supporting Client objectives, goals and accepted recommendations with timelines to achieve those goals.
  • Develop reporting to deliver appropriate feedback to the departments within Geotab, based on the data that is gathered in discussions with previous active subscribers.
  • Perform consistent customer contact for winback opportunities, and partner with the Account Relationship team to create formal Quarterly Business Review (QBR) to ensure satisfaction of the product and services, and consult where appropriate on further enhancements to the use of the Geotab and integrated products.  
  • After identifying roadblocks that created customer churn, collaborate with Account Relationship Coordinators and PAM’s  to develop formal value assessments and new solutions in an effort to win back their business.
  • Facilitate Client feedback and follow through with each Client to ensure complete satisfaction. Using this feedback develop new strategies to further customer retention.
  • Complete ongoing training and market research to stay current on existing and new Geotab products, accessories, and integrated products and services, stay up to date with what’s happening in the fleet industry, as well as competitors' products in an effort to ensure we are providing the best consultation to our Client base. Maintain proficiency on company values and organizational requirements.
  • Send three handwritten Thank You cards each week to customers
  • Properly utilize and document all interactions in Salesforce and the MyGeotab database, including problem, resolution, and relevant Client information in standard case notation.

  • Your Qualifications:

  • College degree required.
  • Account retention experience in a SaaS model is required
  • Proven track record of winning back dissatisfied customers
  • Experience evaluating data and creating subsequent goals / metrics a plus
  • Experience with Salesforce a plus
  • Experience with Zendesk a plus
  • Experience with Google Suite platform a plus
  • Demonstrated ability to manage multiple tasks and projects simultaneously.
  • Empathetic with excellent interpersonal skills, and the ability to solve problems/find solutions while handling objections.  Strong collaborator.
  • Strategic thinker with a high sense of urgency
  • Highly organized team player who brings a positive attitude.  
  • Strong presentation skills.

  • 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, dress up days, fun social events
    Full medical benefits & 4% 401k 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 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.