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Customer Implementation Team Lead - Las Vegas

Company: Geotab
Location: Las Vegas
Posted on: October 13, 2019

Job Description:

Customer Implementation Team Lead
Las Vegas, NV, USACustomer Success - ImplementationFull Time Who is Geotab: Geotab, a global leader in IoT and connected transportation, collects rich location, engine and vehicle behavior data to provide valuable insights for customers. Geotab is deployed worldwide in over 130 countries and is utilized by more than 40,000 customers around the globe. Collecting over 4 billion data points daily, Geotab is utilized by fleets both large and small to better manage their light, medium and heavy duty vehicles as well as the latest available electric vehicles. Global demand for telematics is increasing and Geotab is rising to the challenge. Are you ready for the challenge? If so, visit us at careers.geotab.com to apply today. To see what it's really like to be a Geotabber, follow us on Instagram, Twitter or Facebook @InsideGeotab to get an inside look into life at Geotab. Who are we looking for We are looking for amazing talent who can contribute to our Customer Success Team and deliver results! Geotab is actively seeking an Customer Implementation Team Lead --to lead a growing team of Implementation Specialists. --This role will focus on creating meaningful and scalable onboarding tactics for all customer segments. If you are motivated to lead a customer service-focused team and to join a technology company, we would love to hear from you! What are the details of this position As Customer Implementation Team Lead, you should already have broad Customer Success experience. You will directly impact the success of our customer onboarding, product training, and feature adoption of Geotab services.--You will be responsible for all assigned accounts to create a positive customer engagement, product and feature adoption, health metrics/ churn mitigation and identifying and creating --strategies to remedy any gaps that hinder a best-in-class customer experience within the first 90 days. The position requires strong team management experience and must be able to develop expert knowledge of the Geotab product. The successful candidate will have exceptional leadership and organizational skills. The candidate will also be able to plan, innovate, prioritize and execute projects in an efficient manner without sacrificing quality.-- Duties and Tasks/Essential Functions:

  • 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. Experience/Skills Required:
    • Minimum of 3 years management experience required, preferably in a company offering SaaS products
    • Bachelor Degree in Business Management or a technology related field, or 3 years equivalent experience required
    • Demonstrated ability to solve complex issues (multi-layered / interdepartmental)
    • Demonstrated success in process improvement and innovation (eg. process redesign, new system implementation)
    • Systems experience with Salesforce (Lightning) and Google for work applications
    • Advanced Excel skills including creation of pivot tables and complex reporting
    • Exceptional verbal, written, and presentation skills
    • Demonstrated ability to manage multiple tasks and projects simultaneously
    • Familiarity with Fleet Industry preferred
    • Fluency in French or Spanish highly valued 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 FridayGeotab sponsored sports teams, dress up days, fun social eventsFull 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.

Keywords: Geotab, Las Vegas , Customer Implementation Team Lead - Las Vegas, Other , Las Vegas, Nevada

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