Bilingual Customer Success Onboarding Specialist (12 Month Contract) Support Operations Reading[...]

Basis: Fixed Term Employee

Area of Interest: Support Operations

Location: Reading, England

What you'll do:

• Facilitate onboarding and implementation for new and migrating SMB customers, delivering 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).

How you'll make an impact:

By ensuring a smooth transition for new customers, enhancing their early experience, and setting the stage for long‑term success with Geotab’s platform.

What you'll bring to the role:

• 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.

How we work:

We support a flexible hybrid model, allowing you to work from home or in our Reading office as desired. When working remotely, you must have a reliable internet connection (at least 50 mbps DL/10 mbps UL). We encourage work‑life balance and facilitate virtual collaboration through cloud‑based tools. The health and safety of employees are a top priority. We believe that ensuring diversity is fundamental to our future growth and progress. Geotab encourages applications from all qualified individuals and is committed to accommodating people with disabilities throughout the recruitment process and employment. We will ensure accessibility needs are taken into account in performance management, career development, training, and redeployment. If you require accommodation at any stage of the application process or need more information about our diversity and inclusion policies, please contact us at careers@geotab.com.

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