Senior Manager, Client Services

Job Description:

JOB OVERVIEW

At Wheels, we’re shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. As a Sr. Manager, Client Services, you will lead a team of high-performing Account Managers who support our most strategic clients where excellence in service, partnership, and retention is paramount.

This highly visible leadership role is responsible for ensuring day-to-day execution meets the highest standards of quality, responsiveness, and proactive client management. You’ll guide the team in delivering on service level expectations, driving operational efficiency, and resolving client issues with both urgency and care. Your leadership will be critical in supporting top-tier client satisfaction, strengthening relationships, and ensuring long-term retention.

As the leader of where our best Account Managers aspire to be, you’ll play a key role in coaching, mentoring, and developing your team while fostering a culture of accountability, empathy, and high performance. You’ll collaborate closely with Client Management, Operational Leadership, and other key internal stakeholders to identify opportunities for process improvement, support cost-saving initiatives, and align efforts to meet both client and business goals.

This role requires a flexible, collaborative leader who thrives in a fast-paced environment, can navigate complexity with confidence, and is passionate about supporting both people and results. If you’re motivated by the opportunity to lead a top-tier team, make a meaningful impact, and help drive the future of client success at Wheels, this is your moment.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• 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.
• Serve as an escalation point and take ownership of 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.
• Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company.
• Facilitate and communicate team meetings and training needs to ensure employees are kept abreast of industry, market, and customer demands/changes/updates.
• 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
• Ability to read, understand, and adherence to the client contract.
• Review, explain, and present client KPI & SLA’s.
• Ensure day to day responsibilities align with the client fleet policy and in some cases, statement of work.
• Interpret system data to manage and hold colleagues accountable for delivering on client and business expectations.

LEADERSHIP RESPONSIBILITIES Number of Direct Reports:

• 8-15

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

• Provides continuous coaching, development, and managerial support to Account Managers ensuring customer retention and exceeding customer satisfaction goals.
• Reward and recognize favorable behaviors to enhance group effectiveness of team members.
• Create a collaborative team environment focused on understanding and meeting client needs.

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.
• Exceptional verbal and written communication skills, both soft and influencing skills
• Ability to manage 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 record of successful implementations
• Excel, Word, and PowerPoint expertise

EDUCATION AND EXPERIENCE

• High School Diploma required, Bachelor’s Degree preferred
• 5-7 years client service experience in roles with increasing responsibilities
• 3 years of Supervisor or Manager 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 30% Travel 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:

$105,400-$147,500

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 protecte