Telematics Client Success Lead — Ops & Growth

Element Fleet Management; Baltimore (MD); On-site; USD 60,000 - 83,000; Full time

Benefits offered by this job

Health insurance

Tuition reimbursement

Retirement savings plans

Job summary

Element Fleet Management is seeking a Team Lead, Telematics Client Success in Owings Mills, MD. The role focuses on mentoring a team of Client Success Specialists and Engagement Managers to deliver a superior client experience.

You will drive process improvements and partner with product management on Telematics initiatives, ensuring timely, high-quality support. The ideal candidate brings 5+ years in customer service or operations, strong communication, and a proven ability to lead, mentor, and

Qualifications

• 5+ years of relevant customer service or operations case-management support experience, preferably in a B2B service environment.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Customer focus: dedicated to meeting customer expectations, advocating for customer needs, and following through on commitments.
• Communication: articulates information clearly, adjusts audience needs, and writes well-structured documents.
• Change agility: embraces change and supports change initiatives.
• Execution discipline: completes work accurately and efficiently in a fast-paced environment.

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 that lead to internal projects and initiatives.
• 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 leadership

Mentoring

Communication

Change agility

Execution discipline

Education

College/University degree preferred

BS or BA in business or related field preferred

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

Element Fleet Management is seeking a Team Lead, Telematics Client Success in Owings Mills, MD. The role focuses on mentoring a team of Client Success Specialists and Engagement Managers to deliver a superior client experience.

You will drive process improvements and partner with product management on Telematics initiatives, ensuring timely, high-quality support. The ideal candidate brings 5+ years in customer service or operations, strong communication, and a proven ability to lead, mentor, and