Telematics Client Success Lead

Element Fleet Corporation; Minneapolis (MN); On-site; USD 60,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Paid time-off programs

Job summary

Element Fleet Management is seeking a Team Lead, Telematics Client Success to guide a team of Client Success Specialists and Engagement Managers, provide guidance, ensure timely delivery, and drive service excellence across the Telematics unit.

You will mentor staff, coordinate between Operations and Client Success, monitor SOPs and metrics, and partner with Product Management on new Telematics processes, all to enhance client retention and the overall client experience.

Qualifications

• 5+ years of customer service or operations case-management experience (B2B preferred).
• Proficiency with Word, Excel, PowerPoint.
• Strong customer-focused mindset and clear communications.
• Ability to manage multiple tasks 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.
• Mentor assigned team of Specialists.
• Liaise between Operations and Client Success; monitor SOPs, feedback, and metrics.
• Manage Service Cloud cases within defined timeframes and quality.
• Advise leadership on client trends and process improvements to enhance Telematics service.
• Direct workflow improvements to improve capacity and efficiency.
• Oversee transition of support for strategic clients to operations specialist team.
• Engage contacts on large orders/projects to set expectations and ensure timely execution.
• Support client implementations ensuring Telematics tasks are completed on time.
• Partner with Product Manager on rollout of Telematics processes and adoption.

Skills

Customer service

Microsoft Office

Communication

Change agility

Execution discipline

Education

Bachelor's degree in business or related field

Equivalent experience may be considered

Tools

Job description

Element Fleet Management is seeking a Team Lead, Telematics Client Success to guide a team of Client Success Specialists and Engagement Managers, provide guidance, ensure timely delivery, and drive service excellence across the Telematics unit.

You will mentor staff, coordinate between Operations and Client Success, monitor SOPs and metrics, and partner with Product Management on new Telematics processes, all to enhance client retention and the overall client experience.