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-fa