Business Unit VBU - TrakM8 Job Description Job Purpose The Customer Success Advisor is responsible for delivering end‑to‑end technical support and installation coordination to ensure a seamless customer experience from initial contact through to full resolution. The position manages technical issues, commissioning activities, and installer communications while maintaining accurate records and driving operational efficiency. Acting as a central point of contact between customers, installers, and internal teams, the role ensures timely updates, high‑quality installations, and effective case management within Salesforce. A key focus is taking ownership of customer outcomes, proactively identifying risks, and supporting continuous improvements that enhance service delivery and overall customer satisfaction. Key Responsibilities: Technical Support & Case Ownership Handle and resolve all inbound and outbound technical issues from installers and customers Manage support cases from start to finish via Salesforce Diagnose and resolve technical issues across devices and platforms Keep customers updated with clear and timely communication Work closely with other departments to resolve any customer related problems Work to SLAs and aim to reduce repeat/reopened issues Commissioning & Install Coordination Support and manage the commissioning of telematics devices Liaise with installer partners and engineers to ensure successful installs Validate install quality and ensure accurate asset/data capture Manage works orders, appointments, and completion updates Manage the closing down/updating Works Orders within Salesforce with precise details regarding the work carried out and any issues encountered Work to SLAs and aim to reduce repeat/reopened issues Customer Communication & Coordination Handle inbound and outbound customer communication Accurately log all activity within Salesforce Act as a key point of contact between customers, installers, and internal teams Keep customers informed and manage expectations throughout Liaise with other internal departments to resolve any customer related issues Work to SLAs and aim to reduce repeat/reopened issues Insurance Support & Liaison Handle all inbound and outbound call activity for our Insurance customer base Support insurance-related queries and processes Liaise with relevant stakeholders to ensure timely resolution Accurately record call activity onto our Salesforce system Comply with customer service level agreements Liaise with other internal departments to resolve any customer related issues Ownership & Customer Experience Take ownership of customer outcomes — not just individual tasks Identify risks early (delays, repeat issues, install problems) and act on them Build strong working relationships with customers, partners and other departments Support overall customer satisfaction and retention Operational Efficiency Maintain accurate and up-to-date system records Support improvements to processes and ways of working Work collaboratively across teams Skills / Experience / Competency Required: Proven experience providing technical support to customers or installers. Demonstrated ability to diagnose and resolve technical issues across multiple devices and platforms. Experience managing end‑to‑end support cases, ideally within Salesforce or a similar CRM/ticketing system. Strong background in coordinating installations or field‑based engineering work, including managing appointments and work orders. Experience commissioning or configuring technical/telematics devices (or similar hardware). Confident in liaising with installers, engineers, and cross‑functional internal teams to resolve customer issues. Track record of maintaining accurate system documentation and activity logs. Experience working to SLAs, with a focus on reducing repeat or reopened cases. Skilled in delivering clear, proactive customer communication across phone and written channels. Demonstrated ability to take ownership of customer outcomes and follow issues through to resolution. Experience identifying and escalating risks, delays, or recurring issues. Background supporting process improvements and contributing to more efficient ways of working. Comfortable working collaboratively within a team environment. Desirable Skills: Knowledge of telematics, IoT devices, or vehicle installations. Familiarity with Salesforce beyond case management (e.g., reporting, dashboards, work order management). Understanding of networking fundamentals (e.g., connectivity issues, device communications). Experience working with installer networks, field engineers, or third‑party service partners. Strong problem‑solving and root‑cause analysis skills. Ability to manage multiple priorities in a fast‑paced, customer‑driven environment. Competence in process improvement or contributing to operational efficiency. Good understanding of data accuracy, asset validation, or quality‑control checks. Personal Attributes: Customer‑focused, with a genuine commitment to delivering a positive experience. Proactive and accountable, taking ownership of issues until fully resolved. Calm under pressure, able to manage competing priorities in a fast‑paced environment. Excellent communicator, able to convey technical information clearly and confidently. Detail‑oriented, ensuring accuracy in system updates, documentation, and communication. Collaborative team player, comfortable working across multiple departments and with external partners. Problem‑solver, with a logical approach to diagnosing issues and identifying root causes. Adaptable and flexible, able to adjust to evolving processes, technology, and business needs. Positive and resilient, maintaining professionalism and enthusiasm even when challenges arise. Continuous improver, always looking for opportunities to enhance processes, efficiency, or customer outcomes. Our Values: We’re a close-knit team who care about each other, our customers and making a positive impact, our values drive who we are and the decisions we make: Caring & Committed – We show up for each other and deliver with dedication Make a Difference – We create impact that matters Relentless – We push forward until we succeed Do the Right Thing – We choose integrity every time Joy of the Journey – We enjoy the ride and celebrate along the way Health & Safety As a Trakm8 Group employee, you have the following H&S responsibilities: To comply with the Group H&S policy and procedures; To take care of your own health and safety and that of people who may be affected by what you do (or what you do not do); To co-operate with others on health and safety; To not interfere with, or misuse, anything provided for your health, safety or welfare; To wear/use the correct Protective Equipment at all times; To follow the training you have received at all times. Information Security: As a Trakm8 Group employee, you have the following Information Security responsibilities: To follow the Group Information Security policies at all times; To ensure that passwords under your responsibility are kept confidential; To keep Group or Company information secure and confidential at all times; To inform your manager immediately if you detect, suspect or witness an incident that may be a breach of security This role requires screening in the below areas: References Pre-Employment Credit Check The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. All job descriptions are subject to possible modifications in line with the needs of the business.