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Director of Client Services

Wheels

Schaumburg, Illinois

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JOB DETAILS
SKILLS
Automotive Repair and Maintenance, Capacity Management, Coaching, Continuous Improvement, Cross-Functional, Customer Escalations, Customer Relations, Customer Satisfaction, Customer Service Evaluation, Customer Service Management, Customer Support/Service, Customer Training, Delivery Management, Fleet Management, Leadership, Market Analysis, Market Trend Analysis, Mentoring, Onboarding, Organizational Skills, Outsourcing, Partner Sales, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Process Improvement, Product Demonstration, Sales Management, Sales Prospecting, Talent Management, Training Program, Training/Teaching, Trend Analysis, Webinar
LOCATION
Schaumburg, Illinois
POSTED
4 days ago
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

About the Company

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Wheels