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.
The Client Success Specialist role will be accountable and responsible for providing direct customer support within the Telematics Client Success team. This role will also support other Element client facing roles to ensure the Telematics solution is delivered to meet or exceed client expectations. The key focus will be to establish professional working relationships with Telematics clients to engage as a trusted advisor, business manager, and thought leader for implementing the Telematics solution. The Client Success Specialist is accountable for the client's experience and satisfaction, as well as the business results of the solution. The Client Success Specialist will collaborate with Operations Specialists and other team members to drive projects to completion and to ensure that clients are advocates of the ELEMENT Telematics solution. The Client Success Specialist will also work with other internal ELEMENT resources to ensure that client expectations are aligned with contractual obligations and ELEMENT capabilities. The Client Success Specialist will create, manage, and control documentation libraries and assist with team collaboration tools that will assist in removing variables from Telematics client interaction processes and procedures. Removing variables and creating standardized workflows for client relationship activities will ensure that the operations team will be engaged in a scalable model that removes unnecessary costs from the business. The Client Success Specialist will also engage in Continual Service Improvement processes in an effort to improve process efficiencies and drive waste from the Telematics business model.
- Support the Telematics Engagement Managers, who own key client relationships to provide support for escalations, reporting, and other client engagement needs. Manage and resolve all Service Cloud cases assigned within expected time commitments and with the quality expected from clients.
- Demonstrate effective communication skills with all internal and external clients. Engage in regular client cadence calls as needed and establish and present operational metrics as requested.
- Contribute to the ongoing creation and improvement of Telematics Operations and Client documentation, processes, and procedures.
- Document, manage and track ongoing client policies, activities and meetings utilizing appropriate agendas, action item logs, and issues logs. Create, manage, and control departmental processes, and procedures. Maintain documentation to ensure departmental processes and procedures are followed.
- Provide training support to internal and external clients.
Position Requirements
—Education and Experience
- 3-5 years client support experience
- High school diploma or equivalent
- Experience with database tools preferred
- Associates Degree in Business required, Bachelor's degree preferred
- Project management certifications or comparable preferred
—Knowledge and Competencies
- Demonstrate financial acumen and analytical capability
- Display sound decision making and problem solving skills
- Demonstrate superior organizational skills, the ability to handle multiple tasks and priorities, and meet deadlines
- Plan, build, and execute a business strategy for growing and developing assigned accounts, as well as achieve a fantastic client experience and high levels of customer satisfaction
- Create, manage, control and document all client relationship management related processes and procedures
- Create, manage, and control client relationship management document library structure
- Gather data and prepare client deliverables, documents and reports
- Communicate and collaborate effectively with team members, internal ELEMENT resources and vendors to meet departmental goals and objectives
- Demonstrate ability to develop Key Performance Indicators and metrics to measure assigned accounts performance, success, and satisfaction
- Demonstrate initiative by volunteering for activities and projects beyond daily responsibilities
- Must be able to work under pressure, using tact, discretion and good judgment
- Must demonstrate solid Microsoft Office Suite skills (Word, Excel, PowerPoint, Project, and Access)
- Must demonstrate effective written and oral communication skills
- Acquire and continue to increase knowledge of the Telematics products, tools and services
- Contribute to the continual process improvement efforts of the Telematics Operations team
- Perform other duties as assigned by the Client Success Manager or Team Leads
What's in it for You
- A culture of innovation, empowerment, decision-making, and accountability
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