Note: The job is a remote job and is open to candidates in USA. Wheels, LLC is a company focused on client management and growth segments, seeking a Director of Client Management to lead their client management model. This role is responsible for client engagement, retention, satisfaction, and service execution across multiple segments, while developing strategies to scale delivery and enhance client experiences.
Responsibilities
- 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
- 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
Skills
- 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
- 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
- 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
- Ownership mindset with accountability for internal and external outcomes, client experience, and enterprise growth objectives
- 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
- Must be flexible and willing to adapt to the company's needs
- 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
- Certified Automotive Fleet Manager (CAFM) certification preferred
Benefits
- This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance.
- 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.
Company Overview