Fleetio

Customer Support

• Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio.
• Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy.
• Demonstrate comprehensive knowledge of our fleet management software, including a basic understanding of its features, functionalities, and integrations.
• Investigate complex software issues reported by customers, collaborating with Support Specialists, SME’s, Shift Leads, and Support Engineering teams to identify and escalate customer issues to the appropriate team.
• Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives.

Associate Customer Support Specialist

Customer Success Manager

• Build and maintain deep, multi-layered relationships with key stakeholders, including C-suite executives, across a global portfolio of enterprise customers.
• Develop and execute comprehensive account strategies aligned with customer business objectives and Fleetio's offerings.
• Act as the primary point of contact for escalations and complex challenges, ensuring prompt resolution and customer satisfaction.
• Use advanced analytics, sentiment analysis, and customer feedback to proactively monitor account health, identifying risks and growth opportunities.
• Create and implement targeted action plans for at-risk accounts to ensure successful recovery and long-term retention.
• Conduct strategic business reviews, aligning customer objectives with Fleetio's product roadmap and future developments.
• Work closely with Sales, Product, and cross-functional teams to identify and drive expansion opportunities within key accounts.
• Guide customers through Fleetio's offerings as a trusted advisor, helping them achieve continuous improvement.
• Perform high-impact customer touchpoints to deepen engagement and drive revenue growth through value-driven recommendations.
• Showcase expert knowledge of Fleetio's product suite, understanding its fit within the business models and challenges of large, complex customers.
• Participate in high-level discussions about industry trends and strategic initiatives, positioning Fleetio as a thought leader and essential partner.
• Offer internal and external thought leadership, influencing product development and go-to-market strategies.
• Mentor Senior CSMs and other Customer Experience team members, fostering a culture of growth and excellence.
• Embody Fleetio's core values and champion customer success best practices, leading by example.
• Help evolve customer success methodologies, processes, and tools within Fleetio.
• Craft clear, impactful communications for various audiences, including executive summaries, strategic recommendations, and presentations.
• Apply emotional intelligence in customer interactions, ensuring empathy, clarity, and alignment with their needs.
• Lead meetings and workshops that drive alignment, accountability, and measurable results for customers.

Senior Customer Success Manager

Sales Development Rep

• Make the first impression for Fleetio as an Outbound Sales Development Representative using ZoomInfo, LinkedIn Sales Navigator, Outreach, and Salesforce to identify, engage and qualify prospective customers
• Partner with Account Executives by creating a pipeline of opportunities, scheduling meetings, and shadowing demos
• Manage outbound lead generation for Mid-Market territory by researching and contacting (cold calling, emailing, social) prospective customers to understand their business needs
• Actively source new leads and develop detailed lead profiles in Salesforce CRM
• Qualify prospect accounts and schedule meetings and demos with Account Executives
• Assist in strategic efforts to create qualified sales opportunities for Fleetio
• Develop and refine skills transferable to roles like Lead SDR or Account Executive

Sales Development Representative, Outbound

Salesforce Administrator

• Oversee configuration, customization, and maintenance of Salesforce Service Cloud.
• Administer and enhance case management processes, including routing, escalation, SLAs, and resolution workflows.
• Build and maintain automation (Flows, approval processes, business rules) to streamline support operations and improve efficiency.
• Partner with internal teams to integrate Salesforce with systems such as Gainsight, Front, and Snowflake, ensuring consistency and alignment across platforms.
• Collaborate on cross-functional initiatives by providing expertise on how Salesforce can support enterprise-wide customer success strategies.
• Work closely with Customer Experience Operations teams to understand workflows, challenges, and opportunities for process improvements.
• Deliver solutions that improve customer satisfaction and operational efficiency.
• Provide end-user support and manage escalations, ensuring quick and effective resolution of system-related issues.
• Manage user setup, roles, and permissions to ensure proper access and data security.
• Partner with stakeholders to prioritize feature requests, enhancements, and integrations.
• Communicate system changes and enhancements to end users with appropriate documentation and training.
• Proactively manage release updates, system health checks, and security reviews to ensure platform stability.

Systems Engineer

• Define the architectural vision and technical strategy for Salesforce CRM and associated platforms, ensuring alignment with overarching business objectives.
• Lead the development of scalable, secure solutions that integrate smoothly with other enterprise systems and support long-term growth.
• Architect and execute end-to-end integrations with third-party applications, owning full lifecycle implementation where needed.
• Evaluate build-versus-buy decisions and make informed choices based on business value, resource availability, and technical feasibility.
• Collaborate with cross-functional departments to gather requirements, prioritize initiatives, and deliver solutions that maximize impact.
• Partner with Product and Engineering teams to embed product data into GTM systems, enabling insights and automation across the funnel.
• Assess, adopt, and implement new technologies by quickly understanding system capabilities and fit for purpose.
• Advise senior leadership on architectural trade-offs and contribute to business strategies through technical insight.
• Proactively identify and resolve complex, high-impact technical challenges, ensuring performance, reliability, and scalability of Salesforce and integrated tools.
• Act as a thought leader and subject matter expert, translating emerging technology trends into actionable business strategies and innovations.

GTM Systems Architect

Engineering Manager

• Lead the Ecosystem engineering team focusing on Partnerships and Developer Experience
• Influence engineering leadership, technical strategy, code quality, and performance
• Collaborate with engineering leaders, product managers, designers, and stakeholders to define requirements and prioritize features
• Deliver high-quality releases and manage projects and initiatives against delivery timelines
• Contribute to building product roadmap and OKRs with clear goals and outcomes
• Partner with product managers to drive outcomes in alignment with business goals
• Collaborate with mobile counterparts to deliver cohesive solutions across web and mobile platforms
• Develop, mentor, and grow engineering talent; manage team performance via regular 1-on-1s and performance reviews
• Work with Senior/Staff Engineers to enable well-tested, maintainable, and performant code
• Review team code as necessary to ensure quality, maintain consistency, and share knowledge
• Advocate for and mentor the team on engineering best practices and development patterns
• Foster a positive and productive work environment to boost engagement and morale
• Communicate timely updates and progress on initiatives to relevant stakeholders
• Recruit top engineering talent as needed for the team

Engineering Manager, Ecosystem

Full-stack Engineer

• Design and evolve mission-critical backend systems and frameworks that power features across Fleetio’s product verticals.
• Collaborate with Product Managers, Designers, and Engineers in a highly async environment to consistently deliver high-quality software.
• Build systems that are scalable, observable, and well documented, setting patterns and communicating best practices for the broader engineering org.
• Mentor and support engineers through code reviews, async discussions, and technical guidance, raising the bar for engineering quality.
• You will take part in planning, designing, and implementing solutions for our Core framework products.
• Lead the design and architecture of new frameworks, ensuring reliability, maintainability, and long-term scalability.
• You will engage in collaborative design and architecture of features.
• You will produce well-tested, maintainable, and performant code.
• You will research and implement prototypes and spikes as necessary to validate assumptions and technical feasibility.
• You will express your opinions to help drive development and planning processes.
• You will thoroughly review your peers' code to ensure quality, maintain consistency, and share knowledge