Manager, Client Success

Geotab•Atlanta, GA

1d•Hybrid

About The Position

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. 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! 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.

Requirements

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.

Responsibilities

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.
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.
Manage and collaborate with other Team Managers and key leaders to develop and implement tailored strategic account planning of our core accounts.
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.
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.
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.
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.
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.
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.
Identify and implement AI tools to automate routine tasks allowing your team to focus on high-value client engagement needs.
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.
Monitor and analyze internal systems data driven decision making, utilizing analytics to predict churn risk, customer satisfaction metrics, and identify growth areas.
Effectively manage escalations, ensuring complex client deployments and customer retention efforts are handled with a focus on maximizing customer satisfaction.
Manage various projects for the account management team (e.g. gathering requirements for systems changes/enhancements, improving processes for client success).
Oversee activities and performance of direct reports and effectively coach, offer feedback and identify areas of growth and training opportunities.