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Customer Experience Readiness Manager

Company: Jobleads
Location: Las Vegas
Posted on: May 3, 2021

Job Description:

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 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. Our team is growing and we're looking for people who follow their passion, think differently and want to make an impact. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it's like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram, Twitter or Facebook. Who you are: We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Customer Experience Readiness Manager who with training, will be able to quickly contribute to the Customer Support team. If you love technology, are passionate about solving technical problems and are keen to join an industry leader " we would love to hear from you! What you'll do: The Customer Experience Readiness Manager will be responsible for building, managing and maintaining the execution of processes to ensure all teams within Customer Experience and Support are prepared for new products, process, and service launches. The ideal candidate will have a combined understanding of technology and business dynamics with the ability to combine support requirements and corporate resources into a retainable knowledge transfer program. This position will work with all respective Customer Experience teams, from Customer Success to all teams within Support. 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. In addition, the successful candidate will have strong analytical and management skills with an ability to identify needs, develop effective solutions, and manage projects and processes through completion. The successful candidate will also be able to manage multiple timelines and contrasting priorities to ensure timely results. How you'll make an impact: Collaborate and work closely with the NPI team. Coordinate and oversee implemented processes across all Customer Experience teams. Assess impacts of product/functionality changes, to existing customers, resellers, and Support, and work with key stakeholders to address in advance of new releases. Identify and address risk items, key features, and functionality changes. Assess readiness to support the product across the CX teams, providing appropriate details to the NPI team in order to review launch timing Develop the proper process flow for new product and service launches; from the point of training staff, customers, and resellers, to the support tools being created within Engineering Support Document requirements from all CX teams to ensure a successful product launch and ensure they are accounted for in collaboration with the NPI team Review the training material produced for CX staff, ensuring that it is appropriate for both new team members as well as upskilling current members of the team Collaborate with the Digital CX to ensure appropriate channels are created for support contact for new product and service launches through the MyGeotab, MyAdmin, and the Geotab Community. Identify and address risk items, key features, and functionality changes that may impact CX teams supporting the product/service Leverage contact driver insights and lead cross-functional effort to influence product supportability enhancements to reduce Support ticket volume Develop a feedback model to gather insight on the CX team's readiness to support new products/services, improving future deployments by enacting said feedback/enhancements Collaborate with the CX Data and Analytics team to ensure proper reporting is configured for CX teams in the support of new products and services Collate and present monthly status reports on organization wide initiatives to the Customer Support leadership team Facilitate and meet with other departments on a monthly basis, ie Sales, Marketing, etc to see what changes are on the horizon to assess the impact to Support. What you'll bring to this role: Post-Secondary Diploma/Degree or equivalent work experience. Diploma/Degree specialization in Engineering, Business, Computer Science or a related field highly valued. 3+ years of experience in program management 7+ years of experience as part of a support delivery organization Experience in NPI and Business Analyst best practices or knowledge of Self-starter; strong drive and work ethic; willing to take leadership role in driving initiatives, working across organizations, and creative problem solving in a real-time, fast-paced environment Proven ability to influence and drive changes Excellent verbal and written communication/coordination skills Technical or engineering background Experience in a post-sales SaaS operations and readiness environment (contact support center and/or technical support highly preferred) Demonstrated ability to engage, communicate with and present to senior level leaders and executives within the organization PMP or other program/project management certifications a plus Why job seekers choose Geotab: Work from home and flex work arrangements Baby bonus Home office reimbursement program Online learning and networking opportunities Electric vehicle purchase incentive program Full medical benefits & 4% 401k company matching RSP (full-time employees only) How we work: At Geotab, we understand that the world is always changing and that we need to change with it. Geotab has adopted a hybrid model for working, including a flexible work from home program, with the opportunity to work in our safe, clean offices. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Remote work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology! 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. Click here to learn more about what happens with your personal data.

Keywords: Jobleads, Las Vegas , Customer Experience Readiness Manager, Other , Las Vegas, Nevada

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