Lifecycle Specialist

6 months 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.

**Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results Geotab is seeking a Lifecycle Specialist who will work directly with the end customers within the carrier channel. The role has two primary functions: (1) maintain a working relationship with customers once they have graduated from training & be the primary POC for any value-added conversations throughout the length of their time as a Geotab customer, & (2) create add on revenue opportunities that are generated through customer discovery or marketing driven campaigns. By building consultative relationships with the customer, a Lifecycle Specialist will use in-depth product knowledge to ensure that clients are maximizing the benefit of the Geotab solution they have purchased.

**What you’ll do**:
The Lifecycle Specialist will be channel specific Your role will be cross-functional in nature, working alongside Retention, Sales, Support, & Solution Engineering; enabling you to experience many aspects of an industry leading IoT company from within.

**How you’ll make an impact**:

- ** Lifecycle Management**:

- Develop an in-depth understanding of each customer and clearly define their fleet purpose, needs, goals and objectives.
- Develop an in-depth understanding of your aligned channel partner; have a working knowledge of their go-to-market strategy and all products available for them to sell from our expanded platform/ecosystem
- Identify and adjust solutions according to unique customer needs to achieve satisfaction, loyalty and build sustainable relationships.
- Identify potentially risky accounts and remedy risk factors to mitigate customer churn; escalate to appropriate channels internally
- ** Revenue Generation**:

- Identify opportunities for partner solutions through customer discussion & discovery
- Attend/complete all sessions generated from marketing campaign efforts
- Proactively engage customers who respond positively to marketing campaigns on specified revenue generating products
- Support product demonstration or (small) pilot requests from PAM team as needed
- Document all opportunities within CRM & engage appropriate PAM/reseller partner for next steps
- ** Miscellaneous**:

- Log all communication, interaction, & documentation used within our CRM (Salesforce)
- Support Geotab global strategic initiatives.
- Facilitate customer feedback and follow-up on customer NPS, CSAT and survey responses after all communication

**What you’ll bring to this role**:

- 1-3 years experience in Customer Success, Account Management, or related positions working directly with business customers.
- Post-Secondary Diploma/Degree or equivalent experience, preferred.
- Experience leveraging customer success tools (i.e., Salesforce) an asset.
- Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset.
- Experience with reporting or business analysis.
- Able to work well under pressure and respond to fast changing priorities and deadlines.
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and relationship management skills.
- Excellent verbal and written communication skills.
- Must stay relevant to technology and should have the flexibility to adapt to the growing technology and market demands.
- Strong interpersonal relationship building skills.
- Strong analytical skills with the ability to problem-solve to well-judged decisions.
- Highly organized and able to manage multiple tasks and projects simultaneously.
- A strong team-player with the ability to engage with all levels of the organization.
- Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides.)
- Entrepreneurial mindset and comfortable in a flat organization.
- If you got this far, we hope you're feeling excited about this role Even if you don't feel you meet every single requirement, we still encourage you to apply.

**Please note**: Geotab does not accept agency

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