Team Lead, Client Success (Telematics)

elementfleet; Minneapolis (MN); On-site; USD 60,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Job summary

Element seeks a Team Lead, Telematics Client Success to guide a team of Client Success Specialists and Engagement Managers, improving service delivery and client retention. This role drives process improvements, maintains SOP quality, and partners with Operations on performance metrics.

You will lead by example, mentor staff, and oversee critical client engagements from onboarding through implementation, ensuring a superior client experience across the Telematics team.

Qualifications

• 5+ years of customer service or operations case-management experience, preferably in a B2B service environment.
• Proficiency with Microsoft Office applications (Word, Excel, PowerPoint).
• Strong customer focus and ability to write clearly and with grammatical accuracy.
• Adaptable to change; supports change initiatives and recovers quickly.
• Demonstrates disciplined execution in a fast-paced environment.

Responsibilities

• Provide account support and guidance for an assigned team of CS specialists and Engagement managers to drive a superior client experience.
• Identify and mentor assigned team members to enhance performance.
• Act as liaison between Operations and Client Success, monitor SOP completion and resolve questions; track case metrics.
• Manage and resolve Service Cloud cases within timelines and quality standards.
• Advise leadership on client trends and process improvements that inform projects and initiatives.
• Drive workflow improvements to increase capacity and efficiency within the team.
• Oversee transition of support for strategic clients to operations specialists for day-to-day management.
• Support telematics deployments and ensure tasks are completed on time, delivering a positive client experience.
• Collaborate with Product Manager on Telematics process rollouts and user adoption.

Skills

Customer service

Operations case-management

Communication

Change management

Execution discipline

Education

BS/BA in business or related field

Tools

Microsoft Office

Job description

Get started on an exciting career at Element!

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

About the Role

We're looking for a customer-focused professional to join our team as Team Lead, Telematics Client Success. In this role, you will provide account support, guidance, and mentoring to assigned Client Success Specialists and Engagement Managers. The role is responsible for process improvement, best-practice sharing, team metrics, documentation, project support, and service recovery activities that strengthen the Telematics service model and improve client retention. This position has accountability for supporting consistent and superior client experience across the Telematics Client Success team.

What You’ll Do

• Provides account support and guidance for an assigned team of multiple CS specialists and Engagement managers to drive consistent and superior client experience
• Identifies and provides mentoring for assigned team of Specialists
• Act as the liaison between Operations and Client Success team by checking on quality of SOP completion, collecting feedback and resolving open SOP questions. Monitor the case metrics and total resource utilization statistics
• Manage and resolve all Service Cloud cases assigned within expected time commitments and with the quality expected from clients
• Advise leadership on client trends and process improvement recommendations (based on engagement with assigned team) that lead to internal projects and initiatives which enhance, and add value to, the Telematics service model
• Direct workflow process improvements to promote capacity and efficiency within assigned team
• Manage transition of support for specific strategic client over to the operations specialist team for all day-to-day case management and support
• Manage telematics issues and proactively engage contacts on larger orders & projects to establish proper expectations and ensure timely execution
• Support client implementations, ensuring all Telematics tasks are complete on time resulting in superior client experience and favorable NP
• Partner with the Product Manager on the rollout of new Telematics processes within Telematics and engage assigned team to drive employee adoption

Basic Qualifications

• 5+ years of relevant customer service or operations case-management support experience, preferably in a B2B service environment.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Customer focus: dedicated to meeting customer expectations, advocating for customer needs, and following through on commitments.
• Communication: articulates information clearly and confidently, adjusts audience needs, and writes well-structured, grammatically correct documents.
• Change agility embraces change, supports change initiatives through words and actions, remains optimistic, and recovers quickly from setbacks.
• Execution discipline: completes work accurately and efficiently, manages multiple tasks in a fast-paced environment, and allocates time effectively.

Preferred Qualifications

• Education: College/University degree preferred.
• BS or BA in business or a related field preferred; equivalent experience may be considered in lieu of a BS/BA degree.
• Telematics expertise: develops and continues to expand knowledge of Telematics products, tools, and services.
• Analytical judgment: obtains and analyzes data, identifies trends and issues, considers multiple perspectives, and recommends or implements practical solutions.
• Business acumen: operates as a hands‑on practitioner and consultant/strategist with an understanding of business economics, competitive position, and value proposition.
• Influence and collaboration: acts with confidence, persuades without authority, explores alternatives, and builds commitment across teams.

Location: 9350 Excelsior Blvd., Suite 400, Hopkins, MN

Compensation

The hiring base salary range for this position is $60,400 - $83,050 annually. This range represents the Company's good‑faith estimate of the expected base salary at the time of posting. Salary ranges may vary based on the geographic location where the work is performed. The salary range listed in this posting applies only to the location identified. Actual compensation will be determined based on several factors, including the successful candidate's qualifications, knowledge, skills, experience, internal pay equity, and relevant market data. In addition to base salary, eligible employees may participate in annual incentive programs, including bonuses, commissions, or other incentive compensation, as applicable to the role. Element also offers a comprehensive benefits package, which may include health insurance, tuition reimbursement, and retirement savings plans.