Director of Client Services & Customer Experience

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

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.