Manager, Client Experience

Manager, Client Services

At Wheels, we move businesses forward by delivering experiences our customers love powered by people who lead with passion, think strategically, and serve with purpose. As a Manager, Client Services, you'll play a vital leadership role in bringing that vision to life guiding a team of Account Managers who are the face of service excellence for our clients.

This position is about more than overseeing daily operations it's about creating the conditions for your team to succeed. You'll lead with intention, using data to drive performance while supporting your team with empathy, clarity, and trust. Your role is to ensure your team consistently delivers on client expectations, proactively manages their portfolios, and contributes meaningfully to client retention and satisfaction.

In a fast-paced environment where priorities shift and expectations are high, you'll be both a strategic thinker and a steady coach setting the bar, removing roadblocks, and helping your team grow into strong, confident professionals. You'll partner closely with Operations, Client Management, and internal stakeholders to identify opportunities, solve problems, and ensure the team meets key SLAs, KPIs, and business goals.

This is a leadership role for someone who believes in the power of relationships not just with clients, but with colleagues. If you're energized by helping others perform at their best, grounded in accountability, and motivated by the impact of great service, this is your opportunity to shape the future of client experience at Wheels.

Key Responsibilities - Essential Functions

• Serve as an escalation point and take ownership for issues that impact the customer's success.
• Uses discretion to escalate customer issues/employee issues to senior leaders as appropriate.
• Build and maintain strong relationships with multiple key contacts within your assigned team's customer portfolio.
• Professionally addresses job performance issues such as attendance and interpersonal conflicts in the workplace.
• Reward and recognize favorable behaviors to enhance group effectiveness of team members.
• Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company.
• Utilize capacity forecast models, Salesforce, vehicle count and processes to establish appropriate client workload, staffing levels and back-up plans that will achieve desired customer service and support objectives.
• Utilize Change management principles to effectively lead associates with changes in process.
• Identify and implement processes and procedures to improve operational efficiency and customer experience
• Ensure Account Managers meet individual and team performance metrics (e.g., Salesforce cases, phone availability) and implement action plans.
• Establish strategic plans with Account Managers using annual customer survey results and NPS feedback to drive satisfaction, retention, and growth.
• Partner with Account Managers to investigate customer inquiries and drive prompt completion.
• Facilitate team meetings and coordinate training needs; keep employees current on industry, market, and customer updates.

Leadership Responsibilities Number of Direct Reports:

• 10-17

Number of Indirect Reports: Budget/PNL Responsibility: Leadership Responsibilities Strategy:

• Work to ensure the Account Managers meet individual and team performance metrics (Salesforce cases, phone availability) and implement action plans as needed.
• Work with each Account Manager to establish a strategic plan incorporating annual customer survey results along with NPS Feedback for all customers and work with Account Managers to ensure complete customer satisfaction, retention, and growth.
• Partner with Account Managers to investigate customer inquiries, determine next steps, and achieve their prompt and successful completion daily.
• Provides continuous coaching, development, and managerial support to Account Managers ensuring customer retention and exceeding customer satisfaction goals.
• Create a collaborative team environment that is clearly focused on understanding and meeting client needs.
• Facilitate and communicate team meetings and training needs to ensure employees are kept abreast of industry, market, and customer demands/changes/updates

Competencies - Skills

• Strong leader and motivator
• Significant operations experience in a high volume, multi-faceted/skilled, diverse client environment
• Strong customer service and customer relationship skills
• Change agent and flexible to drive change within the organization.
• Ability to think at a high level, multitask, and plan ahead.
• Exceptional verbal and written communication skills, both soft and influencing skills
• Ability to handle multiple priorities and high volume of work.
• Create and manage cross-functional teams and gain consensus from other departments for key service and operations initiatives.
• Effective project management skills with a proven track record of successful implementations
• Excel, Word, and PowerPoint expertise

Education and Experience

• High School Diploma required; Bachelor's Degree preferred
• 5 years client service experience in roles with increasing responsibilities
• 3 years of leadership experience
• 5 years of fleet industry experience preferred
• Salesforce & Tableau experience preferred

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 hybrid position is located in Georgia or Illinois and operates in a professional office environment. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: Up to 20% Physical Demands: While performing the duties of this job, the employee must regularly speak, hear, and see, and operate a computer, keyboard, mouse, 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.

Our Benefits

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:

$80,600-$112,900

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.

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.