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:
Number of Indirect Reports:
Leadership Responsibilities Strategy:
COMPETENCIES - SKILLS
EDUCATION AND EXPERIENCE
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.
CULTURAL ATTRIBUTES
At Wheels, leaders are expected to model and champion our cultural attributes through their actions:
JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
Work Environment: This position is 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: Occasional travel (less than 10%) is expected for this position to visit with client.
Physical Demands: The level and duration of physical exertion generally required to perform critical tasks in support of critical job functions, for example - sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling.
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:
107,300-$150,300The 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.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Wheels is a fleet management company that helps businesses manage their vehicle fleets. They offer services such as vehicle acquisition, maintenance, and disposal.