About Powerfleet

Powerfleet (Nasdaq: AIOT; JSE: PWR) is a global leader in the artificial intelligence of things (AIoT) software-as-a-service (SaaS) mobile asset industry. With more than 30 years of experience, Powerfleet unifies business operations through the ingestion, harmonization, and integration of data, irrespective of source, and delivers actionable insights to help companies save lives, time, and money. Powerfleet’s ethos transcends our data ecosystem and commitment to innovation; our people-centric approach empowers our customers to realize impactful and sustained business improvement. Powerfleet serves over 2.6 million subscribers across more than 48,000 customers in 120 Countries, with commercial operations in every major continent.

About the Role

As an Onboarding & Implementation Specialist, you will be the primary point of contact for new customers. You will guide them through their first 90 days, ensuring a smooth and successful onboarding experience. This includes supporting device delivery, installation, platform adoption, and coordinating with internal teams to resolve any challenges. Your role is crucial in setting the foundation for long-term customer success and satisfaction.

Key Responsibilities

• Customer Welcome & Engagement
• Act as the main point of contact during the first 90 days of the customer journey.
• Conduct welcome calls, introductions, and walkthroughs of onboarding timelines.
• Build trusted relationships with customers, ensuring they feel supported and confident.
• Implementation & Delivery
• Monitor and assist with device delivery, installation, and tracking.
• Coordinate installation scheduling with the dispatch team.
• Ensure all provisioning and fulfillment processes are executed correctly.
• Training & Enablement
• Educate customers on the telematics platform and associated services.
• Provide best practices and tailored guidance for optimal adoption.
• Ensure customers gain proficiency in using the platform and tools.
• Cross-Functional Collaboration
• Partner with Customer Support on technical troubleshooting.
• Work with Fulfillment on provisioning issues.
• Coordinate with Dispatch on installation scheduling.
• Liaise with Finance/Carrier teams on billing or credit-related matters.
• Customer Success Monitoring
• Track customer progress and ensure key milestones are met within the onboarding window.
• Identify and address potential risks to customer satisfaction or adoption.
• Provide regular status updates to customers and internal stakeholders.
• Continuous Improvement
• Share customer feedback with internal teams to improve onboarding processes.
• Identify opportunities to streamline workflows and enhance customer experience.

Qualifications & Skills

• 2+ years of experience in onboarding, implementation, or customer success (preferably in SaaS, telematics, logistics, or technology).
• Trilingual French – English – Spanish
• Strong project management and organizational skills.
• Excellent communication and relationship-building abilities.
• Comfort working cross-functionally with technical, operational, and financial teams.
• Problem-solving mindset with the ability to anticipate customer needs.
• Familiarity with telematics, IoT devices, or fleet management platforms (preferred).

Success Metrics

• Timely completion of onboarding milestones within the 90-day window.
• Customer adoption and proficiency of the telematics platform.
• Smooth coordination of device delivery, installation, and provisioning.
• Positive customer satisfaction scores and onboarding feedback.
• Reduction of escalations and handoff to Customer Success in a “ready state.”