Director of Client Success & Growth

RiseMe; Schaumburg (IL); On-site; USD 140,000 - 190,000; Full time

Job summary

Wheels seeks a Director of Client Services to lead the account management function and drive the customer service vision across departments. The role focuses on developing and directing managers, setting performance standards, and aligning Fleet and cross-functional teams to deliver world-class service.

We expect 10+ years in client services with 7+ years in leadership, plus a Bachelor’s degree. This is a full-time role based in the U.S. with travel required to client sites.

Qualifications

• Bachelor's degree required.
• 10+ years of progressive business experience in client services or outsourced operations.
• 7+ years of leadership experience leading client-facing teams.

Responsibilities

• Lead market-backed evaluation and development of next generation client services models including Fleet Administration Outsourcing, Core Account Services, Truck Services and VIM & Support.
• Partner with Account Management to ensure appropriate levelsof support and responsiveness are provided to our clients.
• Interact with clients and prospects as a subject matter expert; handle escalated issues.
• Participate in client onboarding activities and work closely with other departments 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.
• Present 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.

Skills

Leadership

Strategy

Data-driven

Process improvement

Relationship building

Change management

Emotional intelligence

Communication

People management

Travel agility

Education

Bachelor's degree

Job description

Wheels seeks a Director of Client Services to lead the account management function and drive the customer service vision across departments. The role focuses on developing and directing managers, setting performance standards, and aligning Fleet and cross-functional teams to deliver world-class service.

We expect 10+ years in client services with 7+ years in leadership, plus a Bachelor’s degree. This is a full-time role based in the U.S. with travel required to client sites.