Director of Client Services

wheels; Schaumburg (IL); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Wheels is seeking a Director of Client Services to lead the account management function and drive exceptional service experience for fleets. You will guide the Managers who lead the client services team and ensure training, processes, tools, and resources enable strong client relationships.

The role emphasizes aligning departments to Wheels’ customer service vision, leveraging market trends to refine service models, and delivering measurable improvements in customer and employee satisfaction.

Qualifications

• Experience leading account management and client services teams.
• Proven ability to drive customer satisfaction and NPS-related metrics.
• Strong cross-functional collaboration across departments.

Responsibilities

• Lead market-backed evaluation and development of client services models.
• Partner with Account Management to ensure appropriate client support.
• Interact with clients as a subject matter expert and handle escalations.
• Oversee onboarding activities for new clients and coordinate with departments.
• Drive alignment with operations and product on cross-functional delivery.
• Present Wheeler's offerings in webinars and support sales in prospect calls.
• Direct performance management including reporting and compensation recommendations.
• Develop staff through coaching, mentoring, and capacity planning.
• Lead recruitment and staff development and drive employee engagement initiatives.

Skills

Leadership

Data-driven decisions

Continuous improvement

Relationship building

Change management

Emotional intelligence

Prioritization

Job description

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: 6-7

Number of Indirect Reports: 61-74

Leadership Responsibilities Strategy: Lead with a forward-looking mindset, anticipating business needs and guiding teams through change while reinforcing a culture of continuous improvement and service excellence.

COMPETENCIES - SKILLS

• Demonstrated ability to lead through others, developing high-performing leaders and teams through coaching, feedback, and a strong focus on growth and accountability.
• Strong data-driven decision-making skills, with the ability to interpret performance metrics, identify trends, and translate insights into meaningful actions and business outcomes.
• Proven experience in driving continuous improvement, including process optimization, simplification, and the ability to deliver measurable results.
• Exceptional relationship-building and communication skills, with the ability to influence, align, and collaborate effectively across cross-functional teams and varying levels of the organization.
• Ability to lead through change with agility, maintaining service excellence while navigating evolving business needs, priorities, and operational demands.
• High level of emotional intelligence, with a leadership style grounded in empathy, trust, and the ability to support and motivate teams to achieve both individual and collective goals.
• Strong organizational and prioritization skills, with the ability to manage multiple priorities and drive