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.