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:

We are looking for amazing talent, someone who can contribute to our Customer Success Team and deliver results! Geotab is actively seeking an Implementation Specialist Team Lead who will lead a growing team of Implementation Specialist.  This role will focus on creating meaningful and scalable onboarding tactics for all customer segments.

 The Implementation Team Lead should have broad Customer Success experience as it relates to customer onboarding, product / feature adoption and maximizing the critical first few months with the product.   The Implementation Specialist Team Lead is responsible for the customer experience for all assigned accounts, to include customer engagement level, product / feature adoption, health metrics/ churn mitigation and identifying and creating  strategies to remedy any/all gaps that hinder a best in class customer experience for customers first 90 days. The position requires 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, customer experience, etc.) is essential.  The Implementation Specialist Team lead has full accountability/responsibility for the reporting team and all customer outcomes for the first 90 days of a customers life.

Your Responsibilities:

  • Maintain a minimum of 70% training rate on new accounts.
  • Maintain a churn/ cancellation rate of new customers (first 90 days) of less than 1%.
  • Aggregate customer and team feedback into actionable insights for Geotab’s development team to consider in the product roadmap.
  • Maintain accurate staff forecast (6 month look)Identify training topic effectiveness through customer ticket analysis.
  • Identify team member effectiveness through customer ticket analysis.
  • The success of all assigned customers to include health score, utilization of the product and the level of engagement with the Implementation Team (first 90 days).
  • Develop and implement strategies to evolve training strategy in light of product / feature adoption.
  • Creation and management of training 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.
  • Coach and mentor a team of Implementation 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.
  • 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.
  • Be knowledgeable of our competitor's products, services, and approach to the customer experience.  Remain at the forefront of the Customer Success Industry by attending relevant conferences, seminars etc.

  • Your Qualifications:

  • 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 a plus.
  • Passport / Global Entry Required (company sponsored).

  • 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.