Customer Success Solutions Advisor

Job Description

CUSTOMER SUCCESS SOLUTIONS ADVISOR

Department:

CUSTOMER SUCCESS

Reporting to:

CUSTOMER SUCCESS MANAGER

Job Purpose

The Customer Success Solutions Advisor plays a key role in delivering high‑quality telematics solutions to customers while supporting the continuous development and enhancement of Trakm8 products. This role combines hands‑on technical implementation with product insight, ensuring customer needs are translated into effective system deployments and future product improvements. Working closely with engineering, sales, and customer care teams, the position supports solution delivery and provides expert technical assistance.

Key Responsibilities:

Solution Delivery & Implementation

• Delivery of Customer telematics and optimisation solutions
• Development and delivery of solution implementation plans
• Working with Technical Support Team to ensure vehicle installations are delivered to specification
• Development of vehicle installation and product documentation

Technical Support & Assistance

• Communication with internal and external stakeholders to ensure successful technical and commercial project delivery
• Working with core engineering teams to specify, test and deliver new hardware and software features
• Provide sales support and expert technical assistance pre/post sale at client sites or remotely
• 2nd line technical support for Customer queries

Product Promotion, Commercial Support & Customer Engagement

• Evaluate promotional plans to ensure that they are consistent with product line strategy and that the message is effectively conveyed
• Act as a product evangelist to build awareness and understanding internally and with our customers
• Represent the company by visiting customers to solicit feedback on company products and services
• Support Sales teams with major contract opportunities, including supporting tenders and bids.

Product Development & Roadmap Management

• Prioritisation of development work including new projects, feature enhancements and bug fixes to ensure delivery timescales are in line with roadmap and customer expectations
• Assist in creation of product roadmap by analysing both competitors and customer

Requirements by analysing both competitor activities and customer requirements

Skills / Experience / Competency Required:

• Technical automotive project delivery experience
• Knowledge of vehicle electronic control systems

• Engineering Degree (or equivalent relevant experience)
• Strong problem-solving skills
• Excellent technical presentation skills in a Sales or Customer-facing environment
• Enthusiastic, self-starter with a willingness to learn new systems
• Strong interpersonal, written and verbal skills

• Customer focused and deadline oriented
• Highly organised, results driven and a strong team player

Desirable Skills:

• Experience in delivering complete telematics solutions
• Strong understanding of GSM, GPS and related communication technologies
• Detailed knowledge of FMS, ISO15765 and manufacturer‑specific diagnostic protocols
• Familiarity with agile product development methodologies
• Ability to translate customer needs into technical requirements
• Experience supporting tenders, bids or commercial proposals
• Knowledge of competitor telematics products or fleet technology trends

Personal Attributes:

• Proactive, enthusiastic and committed to delivering high‑quality outcomes
• Strong analytical thinker with a practical, solutions‑focused mindset
• Confident communicator who can adapt style for technical and non‑technical audiences
• Comfortable working independently as well as collaboratively across teams
• Customer‑focused with a genuine interest in understanding user needs
• Highly organised, reliable and able to manage multiple priorities effectively
• Positive attitude with a willingness to learn, grow and take on new challenges
• Resilient and adaptable in fast‑paced or changing environments
• Professional, approachable and able to build strong working relationships

Our Values:

• We’re a close-knit team who care about each other, our customers and making a positive impact, our values drive who we are and the decisions we make:

• Caring & Committed – We show up for each other and deliver with dedication
• Make a Difference – We create impact that matters
• Relentless – We push forward until we succeed
• Do the Right Thing – We choose integrity every time
• Joy of the Journey – We enjoy the ride and celebrate along the way

Health & Safety:

As a Trakm8 Group employee, you have the following H&S responsibilities:

• To comply with the Group H&S policy and procedures
• To take care of your own health and safety and that of people who may be affected by what you do (or what you do not do)
• To co-operate with others on health and safety
• To not interfere with, or misuse, anything provided for your health, safety or welfare
• To wear/use the correct Protective Equipment at all times
• To follow the training you have received at all times

Information Security:

As a Trakm8 Group employee, you have the following Information Security responsibilities:

• To follow the Group Information Security policies at all times;
• To follow the Trakm8 Secure Development Policy at all times;
• To ensure that passwords under your responsibility are kept confidential;
• To keep Group or Company information secure and confidential at all times;
• To inform your manager immediately if you detect, suspect or witness an incident that may be a breach of security

This role requires screening in the below areas:

• References
• Pre-Employment Credit Check

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job descriptions are subject to possible modifications in line with the needs of the business.

Worker Type

Regular

Weekly Hours

40