Bilingual Customer Success & Fleet Analytics Specialist
Location: Remote
Language Requirement: Bilingual English/Spanish – Written and Verbal
Duration: Contract through December 2028, with potential for extension
Position Summary
We are seeking a Bilingual Customer Success & Fleet Analytics Specialist to support a Digital Solutions Business Development team as its global customer base continues to expand.
This role will focus on fleet analytics, alert triage, customer reporting, onboarding support, and Customer Success operational processes. The position will provide day-to-day analytical and operational support, allowing the Customer Success Manager to focus on strategic customer engagement and executive account management.
The successful candidate will play an important role in standardizing Customer Success operations and improving scalability and consistency across a growing global customer base.
Key Responsibilities
Fleet Analytics & Alert Triage
- Analyze fleet trends, recurring issues, and equipment health patterns.
- Develop fleet summaries highlighting high-risk equipment and emerging issues.
- Prepare customer-ready fleet review materials to support recurring customer meetings.
- Assist with prioritizing customer follow-up activities based on fleet health.
Customer Reporting
- Develop standardized customer health reports and fleet performance summaries.
- Support the preparation of monthly customer reports and executive presentations.
- Maintain Customer Success dashboards and KPI reporting.
- Track customer adoption and engagement metrics.
- Help ensure reporting is accurate, consistent, and scalable across customer accounts.
Customer Onboarding Support
- Coordinate onboarding activities for new customers and mine sites.
- Support customer setup, documentation, and onboarding checklists.
- Maintain Customer Success documentation, operating models, and process guides.
- Assist with user enablement materials and training documentation.
Customer Success Operations
- Maintain Customer Success templates, best practices, and process documentation.
- Assist with tracking customer action items and operational follow-up.
- Coordinate with Customer Success, CARE, Product, Engineering, and regional teams.
- Support standardized processes designed to improve consistency and scalability across the customer base.
Customer Success Administration
- Maintain customer records, operational trackers, and program documentation.
- Assist with recurring Customer Success reporting requirements.
- Support preparation for internal governance meetings and operational reviews.
- Contribute to continuous improvement initiatives focused on Customer Success efficiency and scalability.
Key Qualifications
- Bilingual in English and Spanish, both written and verbal.
- Strong analytical skills with the ability to evaluate fleet trends, recurring issues, and equipment health information.
- Strong organizational skills and attention to detail.
- Ability to manage multiple customer activities, action items, and reporting requirements.
- Strong written and verbal communication skills.
- Ability to develop clear reports, summaries, presentations, and operational documentation.
- Ability to collaborate effectively with Customer Success, Product, Engineering, and other cross-functional teams.
- Ability to work independently and effectively in a remote environment.
Relevant Experience
Experience in one or more of the following areas would be beneficial:
- Customer Success or Customer Success Operations
- Fleet analytics or fleet performance
- Equipment health monitoring
- Customer reporting and KPI tracking
- Customer onboarding and implementation
- Alert monitoring and triage
- Customer adoption and engagement tracking
- Process documentation and operational improvement
- Heavy equipment, mining, telematics, or connected equipment environments
Work Arrangement
- 100% remote
- Potential for extension based on business needs
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