Telematics Client Success Lead

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

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.