Who We Are
GPS Insight offers leading technology for organizations that have drivers and technicians in the field, fleets of vehicles, trailers, and other mobile assets. We provide innovative fleet solutions that include vehicle and asset tracking, in-cab smart cameras, field service software, and compliance management.
We know that when you invest in high-performance technology, you achieve results and maximize your return. We feel the same way about our team at GPS Insight. They are what allow us to build world-class solutions that make us leaders in the fleet and field service management space. They are what enable our customers' success. They are our greatest asset. As a result, we take pride in a workplace committed to those who make us go.
Our commitment to growth enables us to push the telematics and field service operations industries forward. It's rooted in our products, embedded in our culture, and reflected in our team-first values. We're looking for the right people to jump onboard with us and join our team.
What We Need
We are looking for an experienced Customer Success Manager to join our Customer Success Team. Our Customer Success Managers are responsible for driving improved engagement, relationships, and loyalty with GPS Insight customers. Customer Success Managers are the primary point of contact for the customer after the onboarding process, and in this role you will be expected to bring a seasoned perspective, strategic mindset, and the ability to manage complex customer relationships with confidence. This position will be a key component to GPS Insight attaining its annual growth objectives while maintaining very high customer satisfaction. The position reports to the Director of Customer Success.
Most of the time spent within this position will be maintaining and growing our existing customer base in our Edmonton, Alberta office with a hybrid work environment. Activities include interacting with and proactively engaging with customers via phone, email, chat and Teams meetings. Compensation for this position includes a base salary and a very competitive bonus structure.
What You'll Do
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Professionally manage a portfolio of Mid-Market accounts after onboarding through end of customer lifecycle
- Build and maintain strong, trusted working relationships with key decision makers, executives, and power users
- Closely track customer engagement activity and risk potential in Salesforce
- Drive success across customers and ensure they are on track to renew and expand
- Develop and maintain deep product expertise, including best practices to provide strategic value to customers
- Create and conduct Quarterly Performance Reviews with customers
- Renegotiate pricing and terms to ensure that churn targets are met or exceeded
- Identify additional opportunities within accounts and work with the appropriate sales teams to drive additional business for GPS Insight
- Work cross-functionally with Sales, Operations, RevOps and Support teams to ensure complete customer satisfaction
- Document activities thoroughly in our internal CRMs
- Increase renewal rates and reduce churn numbers
- Expansion of revenue in accounts through cross sell and up sell initiatives
- Influence future lifetime value through higher product adoption, customer satisfaction and overall NPS score rates
Requirements
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Proven track record of managing and growing complex customer relationships at a high level
- Strong background with Internet / cloud-related technologies
- Exceptional communication, negotiation, and strong relationship management skills
- Strategic, customer-first mentality with a demonstrated ability to drive outcomes and navigate challenging situations
- Excellent personal organization and problem-solving skills, with ability to work well under pressure and meet deadlines
- Self-starter with strong business acumen and the ability to balance technical conversations with high-level strategy
- Experience working cross-functionally to deliver results in a fast-paced environment
What We Offer
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Fast paced and rapidly growing environment
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Chance to deliver mission critical data that drives the operations of our economy
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Opportunity for professional growth and development
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Possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
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Work with a likeminded team across the US and Canada
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The possibility to learn new and cutting-edge technologies, in an environment that encourages new ideas
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There's more as well! Speak with us to find out all details!
Benefits
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Extended Health
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Dental Care
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Life Insurance
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Paid Time Off + Holidays
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Parental Leave
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On-Site Parking
