Customer Success Representative

Customer Success Representative (CSR)

As a Customer Success Representative (CSR) in the Southern Hemisphere, you will be the primary point of contact for our valued small fleet business customers in the AU & NZ Regions. You will manage bronze customer accounts, drive retention and growth, resolve customer inquiries efficiently, and deliver a best-in-class customer experience. This role requires excellent communication skills, strong problem-solving abilities, and a customer-first mindset to ensure customer satisfaction and loyalty.

Key Responsibilities

Customer Account Management:

• Own the customer lifecycle for assigned small fleet business accounts, focusing on retention, renewals, and customer satisfaction.
• Proactively engage customers to understand their needs, promote product adoption, and identify upsell opportunities.
• Accurately update and maintain customer records and interactions in CRM systems (Salesforce, SAP).
• Manage high volumes of customer queries via phone, email, and chat, ensuring timely and professional resolution.

Resolution & Escalation:

• Resolve routine and moderately complex customer issues independently, ensuring first-contact resolution where possible.
• Identify and escalate complex or sensitive issues promptly to senior team members or other departments (Product, Sales, Support).
• Collaborate with cross-functional teams to resolve customer challenges and improve service delivery.

Customer Experience & Service Excellence:

• Deliver outstanding customer service aligned with company values and customer success goals.
• Work within established SLAs including ticket resolution times and call handling standards.
• Maintain up-to-date knowledge of Teletrac Navman products, competitor offerings, and industry trends to provide informed support.

Continuous Improvement & Team Collaboration:

• Participate actively in team meetings, training sessions, and knowledge-sharing initiatives.
• Provide feedback on processes and customer insights to contribute to continuous improvement efforts.
• Support team goals by contributing to retention and growth targets.

Who You Are (Qualifications)

• Minimum 1-2 years of experience in customer service, customer success, or account management roles, preferably in a B2B or technical environment.
• Strong interpersonal and communication skills, with a professional and empathetic telephone manner.
• Proven ability to handle multiple tasks and work effectively under pressure.
• Proficient in CRM systems (Salesforce, SAP) and Microsoft Office applications.
• Quick learner with adaptability to new tools, systems, and processes.
• Customer-focused with a strong desire to deliver exceptional service and grow within the company.
• Willingness to work within required shift hours (e.g., 6:00 am to 3:00 pm local time).

Preferable Skills & Experience

• Experience in technical product support or account management.
• Familiarity with fleet management or telematics industry is advantageous.
• Exposure to ticketing systems and case management tools.

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.

Who Is Vontier

Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide.

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 who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let's enable the way the world moves!