Lifecycle & Support Communications Specialist

Geotab•Waterloo, ON

4d•CA$85,500 - CA$105,600•Hybrid

About The Position

Geotab is seeking a Lifecycle & Support Communications Specialist who will own the execution and governance of transactional, operational, and support-related customer communications across the global customer base. This role ensures that service notifications, operational updates, compliance communications, and system-triggered messages are delivered accurately, on time, and in alignment with the broader Customer Marketing lifecycle framework. 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.

Requirements

3+ years work experience in email marketing, digital customer experience, or a similar role.
2+ years hands-on experience using Salesforce Marketing Cloud, building journeys and automations, writing queries, creating email programs/campaigns, and reporting.
Experience executing lifecycle, transactional, or operational communications in a SaaS or subscription-based environment.
Strong understanding of customer support and service communication workflows.
Familiarity with marketing automation platforms (e.g., Salesforce Marketing Cloud, Marketo, Gainsight).
Ability to manage time-sensitive communications with precision and attention to detail.
Knowledge of email compliance standards (GDPR, CAN-SPAM, etc.).
Strong cross-functional collaboration skills.
Analytical mindset with ability to interpret engagement and delivery metrics.
Excellent written communication skills and operational documentation discipline.

Responsibilities

Own the execution and governance of transactional, operational, and support-related customer communications across the global customer base.
Translate operational requirements into scalable communication programs.
Safeguard channel integrity.
Ensure that customer-facing communications protect trust while reinforcing value throughout the post-sale lifecycle.
Execute operational, transactional, and service-related communications including outage notifications, maintenance alerts, migration messaging, compliance updates, and product notices.
Partner with Support, Product, Engineering, and Customer Care teams to gather requirements and deploy structured communications tied to operational triggers.
Build and deploy lifecycle communications within approved automation platforms in coordination with the Marketing Automation function.
Maintain communication playbooks and standardized templates for operational and support events.
Conduct QA on messaging, segmentation, and trigger logic to ensure accuracy and compliance.
Monitor delivery performance and engagement metrics for operational communications and provide reporting insights to Retention & Success leadership.
Support migration, onboarding, and risk mitigation communications through structured execution.
Ensure compliance with global communication standards and regulatory requirements.
Contribute operational insights to lifecycle planning discussions and retention initiatives.
Manage communication escalations during high-priority operational events.