Telematics Client Success Team Lead - Mentor & Process

Element Fleet Corporation; 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 Corporation is seeking a Team Lead, Telematics Client Success in Owings Mills, MD. You will mentor a team of Client Success Specialists and Engagement Managers to ensure a superior client experience and strong service delivery.

You’ll partner with operations to optimize SOPs, monitor metrics, and guide projects that enhance the Telematics service model while managing expectations on larger orders and deployments.

Qualifications

• 5+ years of customer service or operations case-management experience.
• Proficiency with Microsoft Office applications, including Word, Excel, and PowerPoint.
• Customer focus: meeting customer expectations and following through on commitments.
• Clear, confident communication and strong writing.
• Ability to adapt to change and recover quickly from setbacks.
• Strong execution discipline and multi-tasking in a fast-paced environment.

Responsibilities

• Provide account support and mentoring for a team of client success specialists and engagement managers.
• Identify and mentor assigned team members to drive consistent, superior client experience.
• Liaise between Operations and Client Success to monitor SOPs, gather feedback, and resolve questions.
• Manage and resolve Service Cloud cases within time commitments and quality expectations.
• Advise leadership on client trends and process improvements to drive internal projects.
• Direct workflow improvements to increase capacity and efficiency within the team.
• Oversee transition of support for strategic clients to operations specialists.
• Support client implementations ensuring Telematics tasks are completed on time.

Skills

Team leadership

Customer service

Office software

Communication

Change agility

Execution discipline

Education

BS or BA in business or related field preferred

Tools

Microsoft Office

Job description

Element Fleet Corporation is seeking a Team Lead, Telematics Client Success in Owings Mills, MD. You will mentor a team of Client Success Specialists and Engagement Managers to ensure a superior client experience and strong service delivery.

You’ll partner with operations to optimize SOPs, monitor metrics, and guide projects that enhance the Telematics service model while managing expectations on larger orders and deployments.