Team Lead, Operations

Element Fleet Management•Baltimore, MD

5d•Onsite

About The Position

Get started on an exciting career at Element! 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. About the Role We’re looking for a customer-focused professional to join our team as Team Lead, Telematics Client Success. In this role, you will provide account support, guidance, and mentoring to assigned Client Success Specialists and Engagement Managers. The role is responsible for process improvement, best-practice sharing, team metrics, documentation, project support, and service recovery activities that strengthen the Telematics service model and improve client retention. This position has accountability for supporting consistent and superior client experience across the Telematics Client Success team.

Requirements

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 and confidently, adjusts audience needs, and writes well-structured, grammatically correct documents.
Change agility embraces change, supports change initiatives through words and actions, remains optimistic, and recovers quickly from setbacks.
Execution discipline: completes work accurately and efficiently, manages multiple tasks in a fast-paced environment, and allocates time effectively.

Nice To Haves

Education: College/University degree preferred. BS or BA in business or a related field preferred; equivalent experience may be considered in lieu of a BS/BA degree.
Telematics expertise: develops and continues to expand knowledge of Telematics products, tools, and services.
Analytical judgment: obtains and analyzes data, identifies trends and issues, considers multiple perspectives, and recommends or implements practical solutions.
Business acumen: operates as a hands-on practitioner and consultant/strategist with an understanding of business economics, competitive position, and value proposition.
Influence and collaboration: acts with confidence, persuades without authority, explores alternatives, and builds commitment across teams.

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 (based on engagement with assigned team) that lead to internal projects and initiatives which enhance, and add value to, the Telematics service model
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