Customer Success Operations

This role plays a key part in aligning strategic business initiatives with operational functions within the Customer Success organisation at Teletrac Navman. As an Individual Contributor, the role drives high-priority strategic initiatives, delivers data-driven insights to improve revenue, retention and churn metrics, and builds scalable processes and tooling that enable the Customer Success team to deliver maximum value to customers. Success is measured by improvements in retention metrics, the quality of data and reporting available to leadership, and the effective implementation of process and technology improvements across the Customer Success function.

Key Responsibilities.

• Drive high-priority strategic initiatives for the Customer Success team, proactively providing insights based on data and analysis to improve revenue, retention and churn metrics.
• Build and maintain strategic relationships with business partners across the Customer Success organization.
• Analyze data and collect insights to provide strategic recommendations to the broader team and business partners.
• Own and deliver enablement initiatives for the Customer Success team, including bonus plan management.
• Work closely with Customer Success leadership to implement scalable processes that improve client success.
• Implement, document and enforce processes and tools that maintain data integrity, increase productivity and ultimately increase retention.
• Partner with the Salesforce administrator to ensure the Customer Success team is properly trained in SFDC processes.
• Own the implementation of new solutions for all stakeholders, driving process and system improvement.
• Evaluate and implement improvements to Customer Success programmes including customer prioritisation, account management and customer success risk management.
• Manage automation, tools and reporting programmes, facilitating change to new processes and strategies set by leadership.
• Ensure reports and dashboards are in place to provide leadership with the ability to make informed coaching, client and churn prediction decisions.
• Analyse retention metrics, produce reports and maintain dashboards to support customer management.
• Assist with strategic analysis including monitoring business KPIs, identifying emerging trends, developing forward-looking projections and providing insights on the drivers of customer health.
• Work with Marketing to ensure content is available and leveraged effectively in onboarding, upgrade and retention processes.
• Contribute effectively to the leadership team, working collaboratively and leading through Vontier Business System (VBS) continuous improvement culture.
  Perform other duties and projects as required.

WHO YOU ARE (Qualifications)

• Relevant bachelor’s degree required.
• Salesforce (SFDC) experience required; intermediate or above Excel proficiency required. CPQ and PowerBi experience a plus.
• Passion for designing processes that scale; ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.
• Strong English written and verbal communication skills with the ability to communicate effectively at all levels.
• High level of attention to detail; methodical and disciplined approach to problem-solving.
• Demonstrated ability to operate both strategically and tactically; willingness to take ownership and be accountable for outcomes.
• Ability to work within a fast-paced, change-embracing corporate culture and with a diverse, global team. 
   

WHO IS TELETRAC NAVMAN

Teletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud-based solutions that leverage AI to unlock the power of operational insight.

Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit teletracnavman.com.

Teletrac Navman is a Vontier company.

WHO IS VONTIER
Vontier (NYSE: VNT) is a global technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more at www.vontier.com

At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.

Our commitment to personal growth, work-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future.

Join our community of passionate people working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!