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. The role owns client engagement, retention, satisfaction, service execution, issue resolution, and portfolio performance, while building a scalable, automated delivery model. The Director establishes operating cadences, success measures, service expectations, and escalation paths, and partners with Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to ensure a value‑based client and driver experience. Key Responsibilities Lead day‑to‑day client management ensuring each segment has clear ownership, operating rhythms, service delivery expectations, and escalation protocols. Own client retention, 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. Develop segment‑specific success plans, service level expectations, governance routines, quarterly 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. Perform other duties assigned to ensure overall departmental efficiency and support enterprise growth objectives. Leadership Responsibilities Provide direct leadership and oversight to the Client Management team (7 direct reports, 7 indirect reports). Set 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 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 and execution discipline, and ability to translate business objectives into measurable client‑management plans. Executive presence and 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 deliver 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. Job Specifications & Physical Demands Work Environment: This position is in Georgia or Illinois and operates in a professional office environment; remote candidates will be considered. Position Type/Standard Schedule: Full Time, Monday to Friday. Travel: Must be willing to travel at least 40% of the time. Physical Demands: Speak, hear, see, and use hands and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Salary Pay Range: $129,800–$181,800. EEO Statement Wheels is a Drug‑Free Workplace. All employment is contingent on successful completion of drug and background screening. Wheels is an equal‑opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans. Wheels is committed to making our organization the best place to work and supports a diverse workforce across all functions. #J-18808-Ljbffr Wheels, Inc