Digital Adoption Specialist

2 weeks ago

Oakville, Canada Geotab Full time

Who we are:
Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Geotab cares about your safety. You may be required to be vaccinated based on the nature of your work (ex: travel requirements) or due to changing local governmental health requirements.

**Who you are**:

- To be successful in this role, you must possess reliable problem-solving skills, creativity, technical aptitude, and acute perception. You will have a deep understanding of the Geotab product lines and be able to effectively communicate complex technical concepts to both technical and non-technical stakeholders. You will be a key contributor to Geotab's customer-obsessed culture, ensuring that all in-app help, training and onboarding flows are designed with the end-user in mind.

**What you'll do**:

- As a Digital Adoption Specialist you will play a crucial role in designing, testing, and building in-app help, onboarding, training, and feature promotional flows across Geotab's product lines. You will be responsible for building and nurturing a thriving product engagement and training strategy across multiple Geotab product lines to support internal employees, end-users, resellers, and partners. Your role will be instrumental in building Geotab's customer product success by identifying which ideas should be promoted into features in the Digital Adoption Platform (DAP) to drive the product strategy forward.

**How You'll Make an Impact**:

- Own the Geotab In-app Digital Adoption roadmap and prioritize building what matters most to achieve the strategic goals and initiatives behind the product.
- Gain a deep understanding of customer experience; identify and fill product gaps and generate new ideas that grow market share, improve customer experience, and drive growth.
- Set and drive growth metrics, working with the support of a cross-functional team.
- Support internal stakeholder teams in capturing insights from existing customers to inform business decisions across the Geotab org.
- Ensure that feedback loops and requests are seamlessly integrated into product planning and development processes (e.g. unblock trending sales objections, adapt to a new market segment, disrupt with a new lower priced offering, pivot the solution to a better fit).
- Collaboratively define and drive reporting and monitoring mechanisms against set growth goals and metrics.
- Coordinates feature epic prioritization with technical debt and quality-stability investments. Develop and optimize Product Journeys that build competency over time and solve for real-time knowledge gaps during general use.
- Partner with the Marketing and Customer Care teams in the creation of proactive pop-up content to drive deep adoption of Geotab products and services.
- Coordinate with Marketing, Technical Writing, Data, Localization, Product, and Communications Teams to ensure brand consistency and strategy alignment
- Leverage technology to develop and implement 1:many strategies to identify continued (lifecycle) value adding conversations with all assigned customer segments

**What You'll Bring to This Role**:

- 1-2 years experience in customer onboarding/implementation/discovery.
- Bachelor’s degree in communication, marketing, learning, or technology related field
- High level of technical proficiency preferred (i.e. HTML, CSS, etc)
- Experience in a SaaS environment is highly valued.
- Must stay relevant to technology and should have the flexibility to adapt to the growing technology and market demands.
- Well-defined sense of diplomacy, including solid negotiation, conflict resolution, and relationship management skills.
- Excellent verbal and written communication skills, including comfort with delivering presentations and training.
- Strong project management skills; able to identify needs, develop effective solutions and manage projects through to completion.
- Ability to stitch together disparate insights to uncover common patterns.
- Strong team player with the ability to engage with all levels of the organization.
- Experience managing a technology-based onboarding program.
- Entrepreneurial mindset and comfortable in a flat

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