Customer Success Team Lead
Duties and Tasks/Essential Functions:
Ensure assigned accounts are engaged as well as adding value and impactful business insights to them The success of all assigned customers to include health score, utilization of the product and the level of engagement with the Customer Success Team. Develop and implement strategies to identify continued (lifecycle) value adding conversations with all assigned customer segments Creation and management of engagement cadence with all assigned customer segments, prioritizing customers by size, complexity, and risk Ownership of all assigned account outcomes and remediation efforts that support a best in class customer experience Translate conversations with end customers into new feature requests that shape Geotab’s development roadmap Maintain accurate staff forecast Coach and mentor a team of Customer Success Specialists to achieve defined performance metrics (measured weekly, monthly, quarterly) Ensure team members provide best in class engagement for customers through review of appropriate metrics and auditing of case notes Daily monitoring and distribution of tasks, projects, and cases amongst the team to ensure department case queues and SLAs are met Collaborate with Implementation Specialists, and all Geotab teams to contribute to formal value assessments, and ROI analysis for customers to maximize fleet potential Complete ongoing market research (industry trends in the 1 to 3-year time range) stay current on existing and new Geotab products, services and partnership. Be knowledgeable of our competitor's products, services, and approach to the customer experience. Remain at the forefront of the Customer Success Industry by attending relevant conferences, seminars etc.