Vice President, Client Success

Element employees make a difference in the lives of others every day. We are re-defining the fleet management industry to be people first, then business - delivering on our promise of a superior client experience. This takes hard work and innovation, and we need more like-minded people on our team.

What We Need

We are looking for a VP, Client Success to join Element Fleet Management. As the largest pure-play fleet manager in the world, we provide unmatched products and services and solutions to our clients.

At Element, employees play a critical role in delivering value to customers and ensuring an exceptional client experience. We are committed to the success of our clients, employees, and investors by fostering a culture where every employee can make a difference!

Are You:

• Excellent in your communication and interpersonal skills, with experience collaborating with senior management and cross-functional teams.

• Able to navigate complex business environments, driving strategic decisions based on data and analysis.

As the Vice President of Client Success, you will focus on delivering best-in-class service to Element's Clients. This executive will oversee a team of ~250 professionals dedicated to ensuring successful new client onboarding, service delivery through project execution, proactive problem solving, and close collaboration with client executives and Element operations teams. This team is a critical driver of Client satisfaction, retention, and growth, ensuring that Element's service exceeds client expectations and achieves their key outcomes.

A Day in the Life

Service Delivery Excellence

• Lead execution of service delivery for multiple client fleets, ensuring high-quality and timely project outcomes that align with client objectives.

• Develop and refine processes to deliver consistent, efficient, and scalable services that address unique client needs.

• Establish metrics to evaluate project performance and ensure services meet or exceed client expectations.

• Cultivate a client-centric culture that prioritizes value delivery and exceptional client experiences.

• Lead the client retention process for clients identified as "at risk," working proactively to resolve issues, strengthen relationships, and ensure retention.

New Client Onboarding & Service Expansion

• Oversee the onboarding process for new clients, ensuring seamless integration of services and a positive start to the partnership.

• Work with internal teams to ensure the successful implementation of additional services for existing clients, maximizing value and long-term satisfaction.

• Collaborate with client executives to identify opportunities for service expansion and deeper partnerships.

Continuous Improvement & Data-Driven Decision-making

• Establish governance forums to address high-impact issues, collaborating with clients and internal teams to develop actionable solutions.

• Anticipate challenges and proactively identify opportunities for improvement with client executives.

• Implement data-driven approaches to identify trends, root causes of recurring issues, and enhance service delivery.

• Champion innovation and drive continuous improvement by leveraging insights, KPIs, and performance metrics.

Strategic Client Partnerships & Growth

• Build and maintain strong relationships with key client executives, serving as a trusted advisor and advocate.

• Collaborate closely with clients to align service strategies with their evolving business objectives and growth plans.

• Partner with internal teams to integrate client feedback and continuously improve products and solutions.

Team Leadership and Management

• Lead a team of ~250 client service professionals, ensuring alignment with organizational goals and client priorities.

• Foster a high-performance culture focused on accountability, collaboration, and growth.

• Provide coaching, mentorship, and professional development opportunities to ensure employee engagement and retention.

• Ensure resource allocation and workload distribution for effective service delivery.

Cross-Functional Collaboration

• Partner with sales, product, and operations teams to ensure seamless service integration across the client lifecycle.

• Contribute to the development of tools, methodologies, and best practices to enhance service delivery and client satisfaction.

Requirements

• Bachelor's degree in business or related field; advanced degree preferred.

• Minimum 10 years in client success or service delivery, preferably within B2B, automotive, financial services, or fleet management.

• Proven ability to manage large teams (200+), with a track record of delivering complex projects and influencing C-suite decision-makers.

• Strong understanding of B2B client service, fleet management, leasing, or transportation industries.

• Expertise in building and maintaining relationships with enterprise clients, driving client satisfaction and retention

• Strong project management, operational efficiency, and problem-solving abilities.

• Familiarity with technologies that support business strategies and objectives.

• Hybrid office model: must be able to come into the office 3 times per week (when not traveling).

The base salary range for this position is $200-240K annually. Actual compensation within this range will be dependent upon the individual's knowledge, skills, experience, equity with other team members, and alignment with market data.

Please note that the disclosed salary range is solely for candidates hired to perform work within this geographic location. Candidates hired to work in other locations will be subject to the pay range associated with that location.

*Note- Candidates in the Mississauga, ON area will also be considered to work out of our Mississauga office *

What's in it for You
* A culture of innovation, empowerment, decision-making, and accountability
* Comprehensive health and welfare benefits that serve the needs of you and your family and foster a culture of wellness
* Additional benefits and amenities, including paid time-off programs (vacation, sick leave, and holidays)

Applicants will be required to undergo a background check only if and after a conditional offer of employment has been extended.

Element Fleet Management and its wholly owned subsidiaries are an equal opportunity employer committed to diversity, equity, inclusion, and belonging. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, gender identity, age, sex, sexual orientation, disability, national origin, Aboriginal/Native American status, protected veterans' status or any other legally-protected factors. Disability-related accommodations during the application and interview process are available upon request.Should you require an accommodation with our hiring process please send an email to talentacquisition@elementcorp.com or call (800) 665-9744.

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