Job Overview
The Director of Client Services is responsible for the account management function at Wheels. The role leads, develops, and directs account managers who provide day‑to‑day fleet management support for customers. The Director ensures the fulfillment of Wheels’ customer service vision, aligning all departments to achieve best‑in‑class service experiences.
Key Responsibilities
- Lead market‑backed evaluation and development of next‑generation client services models (Fleet Administration Outsourcing, Core Account Services, Truck Services, VIM & Support).
- Partner with Account Management to ensure appropriate levels of support and responsiveness for clients.
- Interact with clients and prospects as a subject‑matter expert, handling escalated issues.
- Participate in onboarding activities, working closely with other departments to provide a world‑class onboarding experience.
- Drive technology and organizational initiatives to align with client expectations and improve the customer service experience.
- Collaborate with Operations and Product teams to deliver seamless cross‑functional support for clients.
- Participate in and present at Wheels webinars as appropriate.
- Support sales team on prospect calls and demonstrations.
- Establish specific, measurable performance standards for monitoring and reporting.
- Oversee preparation of monthly, quarterly, and annual department operating reports.
- Manage activities and deliverables of direct reports, including performance appraisals and salary/bonus recommendations.
- Develop staff skills through coaching, mentoring, and capacity planning.
- Lead recruitment, selection, and training programs.
- Continuously monitor employee satisfaction and implement engagement initiatives.
- Ensure delivery of developmental training to all Client Services team members.
- Enhance and execute manager development plans.
Leadership Responsibilities
Number of Direct Reports: 6–7; Indirect Reports: 61–74.
Strategy: Lead with a forward‑looking mindset, anticipating business needs and guiding teams through change while reinforcing a culture of continuous improvement and service excellence.
Competencies – Skills
- Leadership through coaching, feedback, and accountability.
- Data‑driven decision making, interpreting performance metrics and translating insights into business outcomes.
- Continuous improvement, process optimization, and measurable results delivery.
- Exceptional relationship‑building and communication skills; influence across cross‑functional teams.
- Change management agility, maintaining service excellence amid evolving demands.
- High emotional intelligence with an empathetic, trust‑based leadership style.
- Strong organizational and prioritization capabilities in a fast‑paced environment.
- Solid business acumen, balancing client needs with operational efficiency and company objectives.
- Effective presentation and storytelling skills for internal and external audiences.
- Ability to travel within the U.S. and Canada; requires a valid passport.
Education and Experience
- Bachelor’s degree required; advanced degree or relevant leadership development experience is a plus.
- 10+ years of progressive business experience, with significant time in client services, account management, or outsourced operations.
- 7+ years of leadership experience, including leading leaders and high‑performing client‑facing teams.
- Proven success in B2B environments, managing complex client relationships with a focus on retention and operational delivery.
- Experience driving performance through data, owning KPIs, service metrics, and continuous improvement initiatives.
- Cross‑functional experience influencing outcomes across Operations, Client Management, Product, and other stakeholders.
Benefits
Base salary range: $107,300–$150,300. Eligible for an annual incentive plan based on company and individual performance. Wheels offers a market‑leading benefits package including comprehensive health options and wellness programs.
Physical Demands & Work Environment
Position located in Georgia or Illinois, operating in a professional office environment. Full‑time, Monday‑through‑Friday schedule. Occasional travel (<10%) required to visit clients. Physical demands include sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.
EEO Statement
Wheels is a Drug‑Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels is an equal‑opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law.
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