Team Lead, Client Success (Telematics)

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 Team Lead, Client Success (Telematics) 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:

• Dedicated to meeting the expectations and requirements of customers; advocates for the customer as the top priority and is passionate about customer needs.

• Builds and maintains productive working relationships based on mutual trust at all levels of the
  organization.

A Day in the Life

Team Engagement

• Provides account support and guidance for an assigned team of multiple specialists and manager to drive a consistent and superior client experience

• Identifies and provides mentoring for assigned team of Specialists

• Act as the liaison between Operations and Client Success team 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.

Client Experience/Retention

• Manage transition of support for specific strategic client over to the operations specialist team for all day-to-day case management and support; work to automate workflows and standardize support through Genpact resources

• Builds relationships and works as an effective business partner with FPS, client success team, and operations leaders/SMEs. Influences business partners, fosters collaboration, and builds commitment to achieve shared goals.

• Manage telematics issues and proactively engage contacts on larger orders & projects to establish proper expectation and ensure timely execution

Project Management

• Support client implementations, ensuring all Telematics tasks are complete on time resulting in superior client experience and favorable NP

• Contribute to the ongoing creation and improvement of Telematics Operations and Client documentation, processes, and procedures.

Management Support

• Partner with the Product Manager with the roll-out of new processes within Telematics and engage assigned team to drive employee adoption

• Advise management on client trends, process improvement opportunities, and recommended solutions

• Identify and support mentoring opportunities for assigned team of Specialists to facilitate professional development (e.g. technical and soft skills, and process improvement skills

Requirements

• BS or BA in business or related field preferred. Equivalent experience may be considered in lieu of a BS/BA degree.

• 5-7 years relevant customer service or operations case management support, preferably in a B2B service environment

• Proficiency in various MS Office software applications, including Word, Excel, PowerPoint

• A strong sense of personal accountability; does what it takes to get things done.

• Self-motivated; demonstrates initiative and takes action to accomplish objectives

• Maintains stable performance and interpersonal relationships when under pressure; presents a positive disposition and productively uses time and energy under stress.

• Organized; pays attention to details and ensures high-quality output/results

The hiring base salary range for this position is $51,600 $71,000 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.

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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