Manager, 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.

About the Role
We're looking for a dynamic and inspiring leader to join our team as Manager, Client Success. In this role, you will create a culture of empowerment that enhances the delivery of exceptional customer service. You will train, motivate, develop, and support your team while fostering accountability and autonomy to strengthen customer relationships. You will also provide proactive account support to drive retention, penetration, and growth while ensuring processes are in place to optimize fleet productivity.

What You'll Do

• Measures, monitors, and implements actions to ensure service level and performance metrics are achieved, using Power BI to document and report KPIs.
• Maintains up-to-date client information and oversees account plans, documenting service issues and partnering with Operations for resolution.
• Serves as an internal escalation point and facilitates cross-functional problem solving to drive issue resolution.
• Maintains knowledge of operational metrics and proactively identifies problem areas and trends.
• Guides team members in partnering with the Commercial team on account growth opportunities.
• Empowers and coaches Client Success Leads, Partners, and Associates to drive strong client relationships and customer service excellence.
• Develops and manages team and individual goals, provides coaching and feedback, and completes performance reviews.
• Monitors Service Cloud metrics, identifies improvement opportunities, and ensures accountability and recognition.
• Leads internal projects that streamline operations and improve workflow efficiency.
• Fosters collaboration across the business and drives customer-centric partnership.

Basic Qualifications

• BS or BA in business or related field required.
• 5-7 years of relevant customer service or client account management experience, preferably in a B2B service environment.
• Prior people leadership experience with demonstrated success in maximizing team performance and engagement.
• Proficiency in utilizing metrics to manage departmental performance and identify improvement opportunities.
• Experience building strong relationships with customers and business partners.

Preferred Qualifications

• Graduate-level coursework
• Dynamic, motivating, and inspiring leadership style with the ability to coach and develop team members.
• Strong analytical skills with the ability to obtain, analyze, and act on data.
• Ability to operate as both a hands-on practitioner and a strategic consultant.
• Understands business financials and can articulate the company's competitive position and value proposition.

Location: Hopkins

The hiring base salary range for this position is $101,900 - $140,140 annually. Actual compensation within this range will depend on the individual's knowledge, skills, experience, internal equity, and alignment with market data. Please note: this salary range applies only to candidates hired to work in this geographic location. Candidates hired in other locations will follow the pay range aligned 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, genetic information, sex, gender identity, sexual orientation, age, marital status, family status, ancestry, national origin, citizenship, physical or mental disability, veteran status, military obligations or any other characteristic protected by federal, state and local laws. 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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