Wheels
fleet management
DirectorofClientServices
“Director of Client Services at Wheels. Skills: client services leadership, account management, team development, performance management, customer satisfaction. Manage, lead, develop and direct the Managers who lead the account management team. Ensure the fulfillment of Wheel’s customer service vision”
What You'll Achieve.
customer and employee satisfaction results including Net Promoter Score or relevant measures; customer and driver success is at the heart of everything we do; 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.; 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.
Industry & Context.
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
Ability to travel as required within the U. S., must have a valid passport, Occasional travel (less than 10%) is expected for this position to visit with client., The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.
What They're Looking For.
Must Have
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, experience working in cross-functional environments, influencing outcomes across Operations, Client Management, Product, and other key stakeholders
Nice to Have
advanced degree or relevant leadership development experience is a plus
What You'll Do.
develop and direct the Managers who lead the account management team
Ensure the fulfillment of Wheel’s customer service vision
Align all departments of Wheels to the customer service vision
Focus on the fit and relevancy of our service model options for customers
Ensure Customer Service Account Managers have the necessary training
Lead the market-backed evaluation and development of next generation client services models
Partner with Account Management to ensure appropriate levels of support and responsiveness
Interact with clients and prospects as a subject matter expert to handle escalated issues
Participate in client on boarding activities
Participate in technology and organizational initiatives
Partner with Operations and Product teams to fulfill seamless cross-functional support & delivery
Participate and Present on Wheels Webinars
Partner with the sales team on prospect calls and demonstrations
measurable performance standards
Oversee the preparation of monthly
and annual department operating reports
Manage activities and deliverables of direct reports
provide coaching and mentoring
Lead recruitment and selection process
Oversee training and development programs
Continuously monitor Client Services employee satisfaction
Drive initiatives to improve engagement and satisfaction
Ensure delivery of developmental training to all Client Services team members
Enhance and execute Client Services manager development plans
How You'll Work.
Team & Collaboration
Align all departments of Wheels to the customer service vision; Partner with Operations and Product teams to fulfill seamless cross-functional support & delivery for clients; Partner with the sales team on prospect calls and demonstrations; Collaborate effectively across cross-functional teams and varying levels of the organization
Communication Scope
Exceptional relationship-building and communication skills; Confident and effective presentation and storytelling skills
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