This role plays a key part in aligning strategic business initiatives with operational functions within the Customer Success organization 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 prioritization, 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. Analyze 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. Perform other duties and projects as required. WHO YOU ARE (Qualifications) Relevant bachelor’s degree a plus. 5 years of demonstrated project management experience. Proficiency in English with strong written and verbal communication skills, with the ability to communicate effectively at all levels. Demonstrated expertise in project management, including planning, execution, and delivery of key initiatives. Experience working with Artificial Intelligence technologies and applications. Strong reporting and analytical skills, with the ability to produce clear, accurate, and actionable insights. 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. 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. #J-18808-Ljbffr