Telematics Client Success Lead

CEI Fleet Collision and Safety; Baltimore (MD); On-site; USD 60,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Paid time-off

Job summary

Element Fleet Management is seeking a Team Lead, Telematics Client Success in Owings Mills, MD. You will mentor a team of Client Success Specialists and Engagement Managers, drive process improvements, and sustain superior client experience across the Telematics service model.

Responsibilities include guiding a multi-member team, monitoring case metrics, managing Service Cloud cases, advising leadership on trends, and coordinating with Operations and Product teams to roll out new Telematics

Qualifications

• 5+ years of customer service or operations case-management experience in a B2B setting.
• Strong written and verbal communication with ability to document clearly.
• Ability to drive process improvements and advocate for customers.

Responsibilities

• 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

Skills

Customer service

Team mentoring

SOP / process improvement

Case management

Data-driven decisions

Communication

Education

BS/BA in business or related field

Tools

Microsoft Office

Job description

Element Fleet Management is seeking a Team Lead, Telematics Client Success in Owings Mills, MD. You will mentor a team of Client Success Specialists and Engagement Managers, drive process improvements, and sustain superior client experience across the Telematics service model.

Responsibilities include guiding a multi-member team, monitoring case metrics, managing Service Cloud cases, advising leadership on trends, and coordinating with Operations and Product teams to roll out new Telematics