Bilingual Customer Success Onboarding Specialist
Geotab · Reading, United Kingdom ·
- Work mode
- Hybrid
- Employment
- Full time
- Category
- Customer success
- Experience
- 1+ years
Geotab · Reading, United Kingdom ·
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.
The Customer Success Onboarding Specialist is a full-time individual contributor role within our SMB Customer Success organization. This role is focused on delivering exceptional onboarding experiences that drive rapid customer adoption and early value realization. If you love technology, and are keen to join an industry leader — we would love to hear from you!
In this role, you will support a portfolio of SMB customers during their critical first 60 days, ensuring they successfully implement our solution, achieve early wins, and build a foundation for long-term success. This role is ideal for someone who is passionate about helping customers get started, enjoys teaching and enablement, and wants to build a career in Customer Success.
Facilitate onboarding and implementation for new and migrating SMB customers, delivering back product training, best-practice guidance, and hands-on support to accelerate time-to-value and platform proficiency.
Conduct onboarding calls, implementation sessions, and training workshops to guide customers through setup, configuration, and initial use cases.
Document customer objectives and use cases during onboarding, creating clear success criteria and onboarding plans in collaboration with senior CSMs who will take the customers after their onboarding is completed.
Build strong relationships with customer contacts during the onboarding phase, establishing trust and setting the foundation for ongoing engagement.
Monitor onboarding progress and customer health during the first 60 days, identifying risks or delays and escalating to senior team members when needed.
Proactively reach out to customers to ensure they are actively using the platform, troubleshoot common issues, and provide guidance on next steps.
Respond to customer questions and requests during onboarding, coordinating with Support, Product, and senior CSMs to resolve issues quickly.
Track and report on onboarding metrics (e.g., time-to-first-value, training completion, product adoption, early health scores).
Maintain accurate records of onboarding activities, customer interactions, and progress updates in CRM and CS platforms.
Contribute customer feedback and common onboarding challenges to internal teams to improve onboarding materials, processes, and product experience.
Support the development of onboarding playbooks, templates, and self-service resources based on frontline learnings.
Collaborate with the broader Customer Success team to ensure smooth handoffs from Sales and successful transitions to ongoing account management.
Assist with customer communications, educational content creation, and scaled onboarding initiatives (e.g., webinars, help articles).
Exceptional verbal and written fluency in English and French is required.
Bachelor's degree or equivalent practical experience in a customer-facing role (e.g., customer support, onboarding, training, account coordination, or similar).
1-2 years of experience in Customer Success, onboarding, customer support, training, or a related customer-facing role (preferred but not required).
Familiarity with B2B SaaS, IoT, or technology products is a plus but not required.
Strong communication, listening, and presentation skills with the ability to explain technical concepts to non-technical audiences (mandatory).
Customer-centric attitude and a passion for creating positive customer experiences.
Ability to follow structured processes and playbooks while adapting to individual customer needs.
Comfort learning new software platforms and teaching others how to use them.
Basic analytical skills with the ability to track progress, spot issues, and report on onboarding metrics.
Experience with CRM or ticketing tools (e.g., Salesforce, Salesloft, Gainsight) is a plus but not required.
Organized and detail-oriented with good documentation habits.
Strong organizational and time management skills, with the ability to manage multiple onboarding engagements simultaneously (mandatory).
Proactive and self-motivated with a "can-do" attitude and willingness to take initiative.
Team player who collaborates well with colleagues across functions and geographies.
Comfortable working in a fast-paced, dynamic environment and adapting to changing priorities.
Growth mindset with a strong eagerness to learn, openness to feedback, and commitment to continuous improvement.
Knowledge of AI and how to use different aspects of it in the CX.
At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. 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 [email protected]. 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.