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.

Who we are looking for:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking an Customer Success Specialist who will be working with our customers and resellers on quarterly business reviews to analyze the use of the MyGeotab database. In addition, this person will be the point of contact for retention for customers.  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!

What are the details of this position:

As an Customer Success Specialist your key area of responsibility will be working with our customers and resellers and provide excellent customer relationship  management, identifying needs and developing effective solutions. As owner of the client relationship, the Customer Success Specialist collaborates with the Product Support team, Geotab Sales, Fleet Division, Product Support, Fulfillment and the entire Geotab organization to deliver results that align with the goals of Geotab and the Client.  To be successful in this role you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts.

Duties and Tasks/Essential Functions:

  • 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
  • Apply data analysis and emotional intelligence skills to provide recommendations that support their business objectives.  Create and execute a Business and Strategic Plan for each Client, which includes specific actions supporting Client objectives, goals and accepted recommendations with timelines to achieve those goals
  • Perform consistent, 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. 100% of assigned accounts are contacted on a quarterly basis for this review
  • Lead effort to prioritize and complete Client driven initiatives by marshalling resources to accomplish objectives by established deadlines
  • As part of regularly scheduled (QBR’s), create formal value assessments ensuring that the proper database, dashboard reporting configuration, and COI/ROI analysis exists to maximize fleet potential.  Collaborate with Customer Experience Specialists to develop formal value assessments and new solutions in an effort to improve product utilization and services
  • Lead the continual collaboration with Customer Experience Team to maintain and regularly review the Business and Strategic Plan for each Client, specifically focused towards training, new product developments, dashboard updates and reporting features. 
  • Facilitate Client feedback by sending the Satisfaction Survey and following through with each Client to ensure complete satisfaction. (For use in QBR)
  • Partner with National Account Managers to facilitate add-on sales through identifying Client opportunities with our device or Marketplace Partners
  • Responsible for ensuring the organization is aware of Client feedback from routine interactions with Clients as well as formal Client Satisfaction Survey results.  Hold the organization accountable for action plans to increase Client satisfaction when necessary and escalate when that is not occurring
  • Complete ongoing training and market research to stay current on existing and new Geotab products, accessories, and integrated products and services, develop new skills, 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
  • Properly utilize and document all interactions in Salesforce and the MyGeotab database, including problem, resolution, and relevant Client information in standard case notation
  • Utilize all internal and external tools, including enhanced Excel, pivot tables, graphs, and V-lookup, navigate, update, train, and make changes to the MyGeotab databases

  • Experience/Skills Required:

  • Bachelor Degree in Business, Commerce, related field or equivalent experience required
  • Fluent in French/English. Must be able to clearly read, write, and communicate in French and English
  • Highly organized team player who brings a positive attitude
  • 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.