Telematics Client Success Lead

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

Benefits offered by this job

Health and welfare benefits

Tuition reimbursement

Retirement savings plans

Paid time off

Job summary

Element Fleet Management in Owings Mills, MD is seeking a Team Lead, Telematics Client Success to guide a team of Client Success Specialists and Engagement Managers, ensuring a superior client experience across the Telematics service model. You’ll drive process improvements, share best practices, and monitor team metrics to strengthen client retention.

Your background includes 5+ years in customer service or operations, strong communication, and hands-on mentoring, with a focus on

Qualifications

• 5+ years in customer service or operations case-management in a B2B setting.
• Proficiency with Word, Excel, and PowerPoint.
• Strong communication, change agility, and execution discipline.

Responsibilities

• Provide guidance for an assigned team of CS specialists and Engagement managers.
• Mentor and develop team members.
• Coordinate with Operations to ensure SOP quality and address questions.
• Monitor case metrics and resource utilization.
• Manage Service Cloud cases within time commitments.
• Advise leadership on client trends and improvement opportunities.
• Lead workflow improvements to boost capacity and efficiency.
• Oversee transition of support for strategic clients to operations.
• Engage with larger orders to set expectations and ensure timely execution.
• Support client implementations ensuring timely Telematics tasks.
• Partner with Product Manager on Telematics process rollouts.

Education

College/University degree preferred; BS/BA in business or related field

Tools

Microsoft Office

Job description

Element Fleet Management in Owings Mills, MD is seeking a Team Lead, Telematics Client Success to guide a team of Client Success Specialists and Engagement Managers, ensuring a superior client experience across the Telematics service model. You’ll drive process improvements, share best practices, and monitor team metrics to strengthen client retention.

Your background includes 5+ years in customer service or operations, strong communication, and hands-on mentoring, with a focus on