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Country Manager - Customer Success

Reading, England - United Kingdom

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.
 
Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. 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. Join our talent network to learn more about job opportunities and company news.

Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Country Manager - Customer Success who will act as a customer facing escalation point, while driving improvements and ensuring the team meets expected key metrics for their book of business. If you love technology, and are keen to join an industry leader — we would love to hear from you!

What you'll do:

As a Country Manager - Customer Success your key area of responsibility will be driving the retention and expansion of the French revenue book of business while leading a high-performing, multi-location team of CSMs. You will be responsible for managing team performance against global metrics like Net Revenue Retention (NRR) and CSAT, maintaining accurate forecasts, and empowering your team to deliver a best-in-class customer experience throughout the entire lifecycle. You will need to work closely with the Sales team to route expansion opportunities, as well as global stakeholders and cross-functional teams to mitigate escalations and drive process improvements.

To be successful in this role you will be a fluent bilingual communicator in English and French with a "can-do" approach and a "Beginner’s Mindset" toward continuous development. You must be a structured leader who is comfortable navigating the dynamic changes of a post-acquisition environment and willing to travel regularly to support your team in Grenoble. In addition, the successful candidate will have at least four years of people leadership experience in a B2B IoT or telematics environment, with a proven track record of managing complex customer portfolios. You will also possess strong technical proficiency in Salesforce and a methodical approach to documentation and performance reporting.

How you'll make an impact:

  • Management of the French revenue book of business. Customer Success is instrumental in achieving Geotab's expected year-on-year growth through expansion and retention.
  • Consistently drive the French Customer Success team to deliver a best-in-class customer experience and achieve established business objectives.
  • Proactively monitor and manage the team's performance against global key metrics, including but not limited to, net revenue retention rate, customer satisfaction score, and service quality.
  • Maintain accurate and up-to-date performance actuals and forecasts.
  • Represent the French book of business in formal performance reviews.
  • Empower the team to efficiently and effectively manage their customer portfolios throughout the entire customer lifecycle.
  • Collaborate closely with the Sales team, as contractual expansion and growth opportunities are routed through them.
  • Lead, mentor, coach, and develop a high-performing team of Customer Success Managers (CSMs) in France (the team is primarily located in Grenoble, France, with additional members situated in the UK and Portugal).
  • Demonstrate proficiency in mitigating and managing customer escalations.
  • Identify and drive process improvements to enhance both the customer and employee experience, adopting a "Beginner's Mindset."
  • Actively cooperate with stakeholders and teams across the globe.

What you'll bring to this role:

  • Demonstrated knowledge and experience in supporting IoT/telematics customers, leading teams, and a proven track record for a clear understanding of what drives best-in-class customer experience, as well as a strong commitment to continuous development.
  • A Bachelor's degree or a minimum of 5 years of relevant work experience within a B2B customer service environment, with proven ability to develop relationships with customers, and a minimum of 3 years of relevant people leadership experience within a commercial or customer service environment.
  • Fluency, both written and verbal, in English and French is required (mandatory).
  • Commutable distance to our office in Reading (UK) and willingness to travel regularly to Grenoble (France).
  • Previous experience working with Salesforce and Salesloft are advantageous. 
  • A structured, proactive ("can-do") approach to effectively navigate demanding and complex environments.
  • Comfortable operating within a post-acquisition environment involving significant dynamic change.
  • Methodical and conscientious documentation skills.
  • A willingness to develop while proactively identifying opportunities over self-reflection.
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 resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.
 

Why job seekers choose Geotab:

Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program

*The above are offered to full-time permanent employees only

How we work:

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual 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!
 
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to learn more about what happens with your personal data.

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Geotab’s Voluntary Self-Identification Survey

Geotab is committed to fair and equitable treatment for all, and fostering a culture that embraces diversity and inclusion throughout the hiring process and beyond. At Geotab, our unique company culture is built upon the value of “always do the right thing” which is embraced by employees around the world. As a global organization, we continuously seek ways in which we can support both our staff and our communities through programs and partnerships focused on empowering diversity and prioritizing inclusion. 

We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. Submission of the information on this form is strictly voluntary. Opting not to participate will not impact your job application in any way. Information obtained will not be associated with your name or job application in any identifiable manner. This information will be kept secure and confidential and will be used solely to evaluate our diversity and inclusion efforts. The information collected in this survey is only available to HR staff and Geotab data scientists to view in aggregated data format and not on an individual basis. Your answer will be maintained confidential and not be seen by selecting officials or anyone else involved in making hiring decisions.

Note to USA Applicants: This is a separate survey from the EEO-1 Voluntary Self Identification Form used in the United States for compliance purposes. We feel that the options found in the mandated survey do not encompass the rich diversity of our applicants, and as such strive to provide additional responses that reflect the landscape more accurately.

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