Global Operations Manager of Customer Success and Growth

The Company

Teletrac Navman is a software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty.

The Position

We’re looking to add a Global Operations Manager of Customer Success and Growth to join Teletrac Navman! This role will lead the overall operational strategy in conjunction with Operations and Customer Success Leadership, enabling the organization to optimize customer engagement, insights, retention, and growth of our customer base. As a Global Operations Manager, Customer Success and Growth, you will lead efforts to optimize Customer Success processes, leverage technology for productivity improvements, and ensure data integrity. You will collaborate across teams to drive customer satisfaction and growth, while supporting leadership with strategic insights and decisions

Responsibilities and Duties

Salesforce and Technology Management

Leverage Salesforce to implement scalable processes, maintain data integrity, and drive productivity and retention efforts with the Customer Success Specialist team.

Collaborate with Customer Success leadership and Salesforce administrators to scope, implement, and train on process improvements, driving impactful updates in partnership with stakeholders.

Enhance productivity by leading the adoption, implementation, and reporting of technology solutions, optimizing Customer Success programs, and driving process improvements.

Data and Reporting

Manage global Customer Success data, analytics, and reporting efforts, ensuring reporting centralization and data integrity. Provide actionable insights and develop plans in partnership with leaders.

Support data-driven decision-making by creating and maintaining reports and dashboards, analyzing retention and growth metrics, and offering insights on customer health and trends that aid in reducing customer risk.

Cross-Functional Collaboration

Work cross-functionally to scope and implement projects and initiatives that drive customer adoption, value, satisfaction, retention, and growth.

Establish and maintain CSM territories and portfolios aligned with business needs across systems.

Strategic Initiatives

Collaborate with leadership and stakeholders to design and manage Customer Success commission and incentive plans, including ongoing performance calculations.

Partner with leadership to develop and implement churn reduction and voice of customer strategies that enhance the customer journey throughout the lifecycle.

Organizational Advocacy

Advocate for Customer Success with internal stakeholders, driving organizational change and fostering a customer-centric culture.

Assist with strategic projects and other duties as needed to support the broader goals of the Customer Success organization.

Qualifications

At Teletrac Navman, we believe in your potential to make an impact. And we believe in giving you the opportunity, accountability and visibility to do just that.

Required Skills / Qualifications

Strategic thinker with a positive, "can-do" attitude and excellent problem-solving skills.

Degree in a technical or business discipline or equivalent experience.

Minimum of 5 years in project management related to Customer Success, Sales, and Technology.

Ability to deliver high-quality work with minimal supervision, manage multiple projects in a fast-paced environment, and demonstrate keen attention to detail.

Strong communicator with the ability to engage effectively with all levels of leadership, and ability to build collaborative relationships cross-functionally and across the globe.

Proficiency and working experience with SFDC or equivalent CRM software, including reporting, and proficiency in Microsoft Excel, PowerBI, and / or other reporting tools.

Prior SaaS experience in the Transport or Telematics industries is advantageous.

Discretion with sensitive information, sound business judgment, and a commitment to stakeholder outcomes.

Passionate about customer experience with a methodical approach to problem-solving

25% Domestic and International Travel required

The base compensation range for this position is $120,000 to $175,000 per annum. Your actual base salary will be determined based upon a number of factors which may include relevant experience, skills, location (labor market data), credentials (education, certifications), and internal equity.

Disclaimer : The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.

Teletrac Navman is a leading software-as-a-service (SaaS) provider leveraging location-based technology that empowers people managing mobile assets to move their business forward with certainty. It tracks and manages more than 500,000 vehicles and assets for more than 40,000 companies around the world. With headquarters in Orange County, CA, we have an international presence with additional offices in the United States, United Kingdom, ANZ and Mexico. Check our website at www.teletracnavman.com.

Vontier is a $3B global industrial technology company focused on smarter transportation and mobility. Our six operating companies—Gilbarco Veeder-Root, Global Traffic Technologies, Teletrac Navman, Matco Tools, Hennessy Industries, and DRB Systems—are united by a powerful purpose : mobilizing the future to create a better world. Our portfolio of trusted brands includes market-leading expertise in mobility technologies, retail and commercial fueling, fleet management, telematics, vehicle diagnostics and repair, and smart cities. Vontier’s pioneering solutions advance safety, security, efficiency, and sustainability worldwide.

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Vontier Corporation and all Vontier Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth and related medical conditions), age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity or expression, and other characteristics protected by law."

Salary : $120,000 - $175,000