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 at Geotab like people who can contribute to our customer experience focused efforts! Geotab is actively seeking a Retention Specialist who is responsible for assessing the churn risk of current clients, and developing strategies to combat those risks. The ideal person will understand the clients journey, highlight risk and work to increase customer satisfaction and loyalty  – if you feel like we have described you, then we would love to hear from you!

What are the details of this position:

The Retention Specialist will support the Account Relationship Team with client retention; providing expertise and guidance, and collaborating on solutions to better the client experience. 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. The successful candidate will quickly learn and dig into the details of the Geotab’s telematics platform, be a strong independent worker, and provide valuable recommendations to the business.

Duties and Tasks/Essential Functions:

  • 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

  • Experience/Skills Required:

  • University degree required
  • Account retention experience or experience in a similar role
  • 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
  • Strong presentation skills
  • Ability to travel (minimal)

  • 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.