Director of Client Services

Job Description:

JOB OVERVIEW

The Director of Client Services is responsible for the account management function at Wheels and its performance for customers. The account managers are responsible for ensuring day-to-day fleet management support for customers. Primary responsibility for the Director of Client Services is to manage, lead, develop and direct the Managers who lead the account management team. The Sr. Director of Client Services is also responsible for the fulfillment of Wheel’s customer service vision to provide the best service experience in the fleet management industry through Available, Responsive, Expert, Proactive and Accurate services from the team. The person in this role will also be a leader in aligning all departments of Wheels to the customer service vision. Strategically, the Director of Client Services will focus on the fit and relevancy of our service model options for customers, ensuring that these offerings meet and lead current customer and market trends. The Director of Client Services will be evaluated based on customer and employee satisfaction results including Net Promoter Score or relevant measures. Wheels believes that happy and engaged employees are the core driver of customer satisfaction, and it will be the objective of the Director of Client Services to execute along this belief. The Director of Client Services will work to ensure Customer Service Account Managers have the necessary training, processes, tools, and resources available to them to build positive customer relationships. This position requires a strong leader and motivator with strong organizational and talent development skills.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

Lead the market-backed evaluation and development of next generation client services models including Fleet Administration Outsourcing, Core Account Services, Truck Services and VIM & Support to take advantage of client and market trends.

Partner with Account Management to ensure appropriate levels of support and responsiveness are provided to our clients

Interact with clients and prospects as a subject matter expert; handle escalated issues

Participate in client on boarding activities and work closely with other departments within Wheels to provide world class onboarding of new clients

Participate in technology and organizational initiatives to ensure alignment with clients’ expectations and overall improvement of the customer service experience

Partner with Operations and Product teams to fulfill seamless cross-functional support & delivery for clients.

Participating and Presenting on Wheels Webinars as appropriate .

Partner with the sales team on prospect calls and demonstrations.

Performance Management

Identify specific, measurable performance standards that can be monitored and reported effectively

Oversee the 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, provide coaching and mentoring, and manage capacity in anticipation of business needs.

Lead recruitment and selection process and oversee training and development programs

Continuously monitor Client Services employee satisfaction and drive initiatives to improve engagement and satisfaction on an ongoing basis.

Ensure delivery of developmental training to all Client Services team members.

Enhance and execute Client Services manager development plans.

• LEADERSHIP RESPONSIBILITIES
• Number of Direct Reports:

6-7

Number of Indirect Reports:

61-74

Leadership Responsibilities 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

• •Demonstrated ability to lead through others, developing high-performing leaders and teams through coaching, feedback, and a strong focus on growth and accountability.
• •Strong data-driven decision-making skills, with the ability to interpret performance metrics, identify trends, and translate insights into meaningful actions and business outcomes.
• •Proven experience in driving continuous improvement, including process optimization, simplification, and the ability to deliver measurable results.
• •Exceptional relationship-building and communication skills, with the ability to influence, align, and collaborate effectively across cross-functional teams and varying levels of the organization.
• •Ability to lead through change with agility, maintaining service excellence while navigating evolving business needs, priorities, and operational demands.
• •High level of emotional intelligence, with a leadership style grounded in empathy, trust, and the ability to support and motivate teams to achieve both individual and collective goals.
• •Strong organizational and prioritization skills, with the ability to manage multiple priorities and drive execution in a fast-paced, dynamic environment.
• •Solid business acumen, including financial awareness and the ability to balance client needs with operational efficiency and company objectives.
• •Confident and effective presentation and storytelling skills, able to communicate insights, strategies, and performance clearly to internal and external stakeholders.
• •Ability to travel as required within the U.S. and Canada; must have 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 a significant portion in client services, account management, or outsourced operations environments
• •7+ years of leadership experience, including leading leaders and developing high-performing, client-facing teams.
• •Proven experience operating in a B2B environment , managing complex client relationships with a focus on retention, service excellence, and operational delivery.
• •Demonstrated success in driving performance through data , including ownership of KPIs, service metrics, and continuous improvement initiatives.
• •Strong experience working in cross-functional environments , influencing outcomes across Operations, Client Management, Product, and other key stakeholders.

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• •Integrity – Always act with integrity and honesty.
• •One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• •Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• •Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, leaders are expected to model and champion our cultural attributes through their actions:

• •Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• •Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• •Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• •Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This po