Director, Client Management - Growth Segments

JOB OVERVIEW

The Director of Client Management - Growth Segments is responsible for leading the day-to-day client management model across multiple Wheels segments. This role owns client engagement, retention, satisfaction, service execution, issue resolution, and portfolio performance across all three segments while building a strategy to automate and scale the delivery model. The Director will establish consistent operating cadences, client success measures, service expectations, and escalation paths while partnering across Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to ensure Wheels delivers a value-based client and driver experience as these segments grow. This leader will also develop and manage Client Management professionals, use data to identify risk and growth opportunities, and create repeatable playbooks, self-service capabilities, and automated workflows that allow Wheels to scale without sacrificing quality or client experience.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Lead day-to-day client management ensuring each segment has clear ownership, operating rhythms, service delivery expectations, and escalation protocols.

• Own client retention, client satisfaction, relationship health, and portfolio performance for assigned high-growth potential segments.

• Build and execute a scalable client management strategy that uses automation, standardized playbooks, self-service tools, data-driven reporting, and repeatable workflows to support growth without sacrificing service quality.

• Develop segment-specific client success plans, service level expectations, governance routines, quarterly business review cadences, adoption plans, and executive relationship strategies.

• Serve as the senior point of escalation for clients and internal stakeholders; ensure issues are resolved with urgency, accountability, and clear communication.

• Partner with Sales and Business Development to transition new opportunities from pursuit to onboarding, implementation, and ongoing client management.

• Collaborate with Product, Operations, Technology, Finance, Legal, Implementation, and Marketing to translate client needs and market feedback into scalable solutions, automation priorities, and process improvements.

• Use client, operational, and financial data to identify growth opportunities, service gaps, adoption trends, portfolio risks, and areas where automation or standardization can improve delivery efficiency.

• Track and report on key performance metrics, including client retention, satisfaction, service levels, issue resolution, adoption, revenue retention, expansion opportunities, and operating efficiency.

• Lead or participate in pricing strategy, renewal preparation, competitive bid situations, business reviews, and other market-related activity tied to clients in the assigned portfolios.

• Ensure client feedback from routine interactions, governance meetings, and formal Client Satisfaction Survey results is communicated to the organization and translated into measurable action plans.

• Be an internal and external advocate for Wheels, clients, and drivers by representing the voice of the customer and reinforcing Wheels value proposition in the fleet and mobility markets.

• Maintain compliance with the Wheels Client Management program while evolving the model to support emerging segment growth, operational scale, and a consistent client experience.

• Other duties assigned to ensure overall departmental efficiency and support enterprise growth objectives.

LEADERSHIP RESPONSIBILITIES

Number of Direct Reports: 7

Number of Indirect Reports: 7

Leadership Responsibilities Strategy

• Provide direct leadership and oversight to the Client Management team.

• Set clear segment priorities, goals, performance expectations, operating routines, and accountability standards for team members and leaders.

• Coach, train, and develop team members on strategic client management, consultative relationship management, executive communication, issue resolution, and growth-oriented account planning.

• Build a scalable operating model that defines roles, responsibilities, handoffs, service levels, escalation paths, and repeatable workflows across all three segments.

• Lead workforce planning and capacity management to balance high-touch client needs with automated, standardized, and self-service delivery capabilities.

• Drive adoption of reporting, workflow, and client engagement tools; ensure client data, account plans, risks, opportunities, and service activity are accurately captured and maintained.

• Foster strong cross-functional collaboration with Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to align segment priorities and remove barriers to client success.

• Create a culture of accountability, innovation, customer success, and continuous improvement while reinforcing Wheels core values and leadership expectations.

• Identify talent gaps, support succession planning, and develop team capabilities required to support high-growth client portfolios and scalable delivery.

• Support the team in identifying and advancing opportunities to increase adoption, deepen client relationships, improve service penetration, and contribute to incremental revenue growth.

COMPETENCIES - SKILLS

• Strong client management, customer success, or strategic account leadership experience in high-growth, emerging, or transformational business segments.

• Ability to lead daily client delivery while building scalable, automated, and repeatable operating models.

• Strong strategic thinking, execution discipline, and ability to translate business objectives into measurable client management plans.

• Executive presence and the ability to build trusted relationships with senior client stakeholders, internal leaders, and cross-functional partners.

• Commercial acumen, including understanding of retention, expansion, pricing, profitability, client value creation, and portfolio performance.

• Demonstrated ability to use data, dashboards, client feedback, and operational metrics to identify risk, prioritize action, and improve outcomes.

• Strong process improvement mindset with experience driving automation, standardization, workflow redesign, self-service adoption, and operational efficiency.

• Ability to operate effectively in ambiguity and build structure across evolving business segments, new offerings, and changing client needs.

• Excellent verbal and written communication skills, including presentation, facilitation, negotiation, and executive-level storytelling.

• Strong people leadership skills with the ability to mentor, coach, develop, and motivate individuals and teams.

• Ability to manage competing priorities and continue to execute toward key deliverables.

• Ownership mindset with accountability for internal and external outcomes, client experience, and enterprise growth objectives.

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business, Marketing, Finance, Operations, or a related field required.

• At least ten years of progressive client management, customer success, strategic account management, commercial leadership, or related business experience required.

• At least five years of relevant people leader experience required; experience leading leaders or multiple client-facing teams preferred.

• Experience supporting high-growth business segments, new market offerings, emerging products, or scalable client delivery models strongly preferred.

• Experience in fleet management, mobility, reimbursement, transportation, logistics, leasing, financial services, or B2B services preferred.

• Demonstrated experience building or improving operating cadences, service delivery models, workflow automation, self-service capabilities, client playbooks, or KPI reporting.

• Prior knowledge of Salesforce or other CRM platforms and Microsoft Office Suite (Word, Excel, PowerPoint) required; strong Excel and data reporting skills required.

• Must be able to manage and direct meetings, facilitate executive-level discussions, and make public presentations before small and large groups.

• Certified Automotive Fleet Manager (CAFM) certification preferred.

• Must be flexible and willing to adapt to the company's needs.

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 position is in Georgia or Illinois and operates in a professional office environment however remote candidates will be considered.

Positions Type/Standard Schedule:  Full Time, Monday thru Friday

Travel:  Must be willing to travel at least 40% of the time.

Physical Demands:  Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.