Manager, Client Success
Who we are:
Who you are:
We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Manager of Client Success for SMB Accounts who will lead a team of advisors into the next era of client success. You will be the architect of a scalable, AI-driven engine designed to retain and grow small and medium business clients and work with key partners to deliver exceptional experiences. The mission is to balance the “human touch” with cutting edge automation - ensuring every client has a personalized digital-first strategy. 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 Manager of Client Success for SMB Accounts, your key responsibility will be working with your team to deliver world-class customer consulting services to ensure customer satisfaction, retention and growth across our small and medium size clients. This role is pivotal in ensuring that our valued customers receive unparalleled support and guidance in utilizing the Geotab ecosystem to its fullest potential.
To be successful in this role, you will possess strong leadership skills, a deep understanding of customer needs, and the ability to drive strategic initiatives with an AI-first mindset that enhance customer satisfaction and business growth, while leading a team of client success advisors.
How you'll make an impact:
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Lead, coach, and inspire a team of Account Specialists who will be focused on client engagement for growth, retention and to ensure our clients are receiving value from our products.
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Develop, lead and manage North Star metrics for your team to ensure high retention rates and identify best in class clients to pattern success and engagement.
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Manage and collaborate with other Team Managers and key leaders to develop and implement tailored strategic account planning of our core accounts.
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Oversee the delivery of high-quality customer consulting services, ensuring alignment with customer goals and objectives, while utilizing digital-first strategies and working closely with our Customer Communications team and Learning and Development teams on needs, strategy, planning and delivery.
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Support and help manage new customer engagement to understand requirements, create processes, procedures and documentation as well as communicate requirements to our internal supporting teams.
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Procedural Subject Matter Expert; ensure internal process documentation and training is provided to new team members assigned to account(s). Reviewing Customer Overview Reports monthly to proactively look for anomalies within customer accounts.
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Foster strategic relationships with key customer stakeholders and partners, to develop trusted relationships and unique solutions across our ecosystem for the overall success of our clients.
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Promote and raise the profile of the Geotab solution offering, ensuring that the company achieves positive brand equity and captures market/mind share creating opportunities for revenue growth.
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Develop and execute long-term strategic road map and success plans for the SMB tier, ensuring our service model evolves with market trends and client needs.
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Identify and implement AI tools to automate routine tasks allowing your team to focus on high-value client engagement needs.
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Partner closely with the Customer Communications team to build a seamless, automated customer journey including developing “tech-touch” workflows and digitizing the account management lifecycle.
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Monitor and analyze internal systems data driven decision making, utilizing analytics to predict churn risk, customer satisfaction metrics, and identify growth areas.
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Effectively manage escalations, ensuring complex client deployments and customer retention efforts are handled with a focus on maximizing customer satisfaction.
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Manage various projects for the account management team (e.g. gathering requirements for systems changes/enhancements, improving processes for client success).
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Oversee activities and performance of direct reports and effectively coach, offer feedback and identify areas of growth and training opportunities.
What you'll bring to the role:
- 5 - 8 years of experience in Customer Care, Client Success, Account Management, or related fields.
- 3 - 5 years of leadership experience managing and mentoring teams, promoting a culture of excellence.
- AI Fluency and knowledge of AI tools, including understanding of LLMs and automation platforms to drive efficiencies.
- Strong ability to leverage customer success tools such as Salesforce and advanced proficiency in Microsoft Office/G Suite.
- Proven track record of managing high-volume portfolios where automation and process are key to success.
- Excellent communication and interpersonal abilities, with a demonstrated ability to perform well in a highly dynamic, geographically diverse environment.
- Ability to travel 20-40% of the time. A passport is required.
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:
Other employment statements:
Geotab will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
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. 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 or discrimination 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. If you would like more information about our EEO program or wish to file a complaint, please contact our EEO officer, Klaus Boeckers at HRCompliance@geotab.com. For more details, view a copy of the EEOC's Know Your Rights poster. 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 read our Privacy Notice.Apply for this job
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