Telematics Client Success Lead-Mentor & Process Optimizer

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

Job summary

Element Fleet Management in Hopkins, MN is seeking a Team Lead, Telematics Client Success to guide a team of specialists and managers, ensuring exceptional client experiences and timely issue resolution.

You will mentor staff, monitor metrics, and collaborate with product and operations to refine processes and support large-scale deployments. A strong background in customer service and Telematics is preferred.

Qualifications

• 5+ years in customer service or operations role in a B2B environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint).
• Strong customer focus and commitment to meeting expectations.
• Excellent written and verbal communication.
• Ability to adapt to change and drive improvements.
• Execution discipline in a fast-paced environment.

Responsibilities

• Provide guidance for an assigned team of CS specialists and Engagement managers to deliver superior client experience.
• Mentor the assigned team to drive performance and consistency.
• Coordinate between Operations and Client Success by checking SOP quality and collecting feedback.
• Monitor case metrics and resource utilization.
• Manage Service Cloud cases within time commitments and with expected quality.
• Advise leadership on client trends and process improvements to enhance Telematics service.
• Lead workflow improvements to boost capacity and efficiency within the team.
• Manage transition of support for strategic clients to the operations specialist team.
• Handle telematics issues and set expectations for large orders and projects.
• Support client implementations ensuring Telematics tasks are completed on time.
• Partner with Product Manager on Telematics process rollouts and user adoption.

Skills

5+ years experience

MS Office

Customer focus

Clear communication

Change agility

Execution discipline

Education

BS or BA preferred

Job description

Element Fleet Management in Hopkins, MN is seeking a Team Lead, Telematics Client Success to guide a team of specialists and managers, ensuring exceptional client experiences and timely issue resolution.

You will mentor staff, monitor metrics, and collaborate with product and operations to refine processes and support large-scale deployments. A strong background in customer service and Telematics is preferred.