Director, Client Management - Growth Segments

About the role

The Director of Client Management - Growth Segments is responsible for leading the day-to-day client management model across multiple Wheels segments. This role owns client engagement, retention, satisfaction, service execution, issue resolution, and portfolio performance across all three segments while building a strategy to automate and scale the delivery model.

Responsibilities

• Lead day-to-day client management ensuring each segment has clear ownership, operating rhythms, service delivery expectations, and escalation protocols.
• Own client retention, client satisfaction, relationship health, and portfolio performance for assigned high-growth potential segments.
• Build and execute a scalable client management strategy that uses automation, standardized playbooks, self-service tools, data-driven reporting, and repeatable workflows to support growth without sacrificing service quality.
• Develop segment-specific client success plans, service level expectations, governance routines, quarterly business review cadences, adoption plans, and executive relationship strategies.
• Serve as the senior point of escalation for clients and internal stakeholders; ensure issues are resolved with urgency, accountability, and clear communication.
• Partner with Sales and Business Development to transition new opportunities from pursuit to onboarding, implementation, and ongoing client management.
• Collaborate with Product, Operations, Technology, Finance, Legal, Implementation, and Marketing to translate client needs and market feedback into scalable solutions, automation priorities, and process improvements.
• Use client, operational, and financial data to identify growth opportunities, service gaps, adoption trends, portfolio risks, and areas where automation or standardization can improve delivery efficiency.
• Track and report on key performance metrics, including client retention, satisfaction, service levels, issue resolution, adoption, revenue retention, expansion opportunities, and operating efficiency.
• Lead or participate in pricing strategy, renewal preparation, competitive bid situations, business reviews, and other market-related activity tied to clients in the assigned portfolios.
• Ensure client feedback from routine interactions, governance meetings, and formal Client Satisfaction Survey results is communicated to the organization and translated into measurable action plans.
• Be an internal and external advocate for Wheels, clients, and drivers by representing the voice of the customer and reinforcing Wheels value proposition in the fleet and mobility markets.
• Maintain compliance with the Wheels Client Management program while evolving the model to support emerging segment growth, operational scale, and a consistent client experience.

Qualifications

• Bachelor’s degree in business, Marketing, Finance, Operations, or a related field required.
• At least ten years of progressive client management, customer success, strategic account management, commercial leadership, or related business experience required.
• At least five years of relevant people leader experience required; experience leading leaders or multiple client-facing teams preferred.
• Experience supporting high-growth business segments, new market offerings, emerging products, or scalable client delivery models strongly preferred.
• Experience in fleet management, mobility, reimbursement, transportation, logistics, leasing, financial services, or B2B services preferred.
• Demonstrated experience building or improving operating cadences, service delivery models, workflow automation, self-service capabilities, client playbooks, or KPI reporting.
• Prior knowledge of Salesforce or other CRM platforms and Microsoft Office Suite (Word, Excel, PowerPoint) required; strong Excel and data reporting skills required.
• Must be able to manage and direct meetings, facilitate executive-level discussions, and make public presentations before small and large groups.
• Certified Automotive Fleet Manager (CAFM) certification preferred.

Skills

• Strong client management, customer success, or strategic account leadership experience in high-growth, emerging, or transformational business segments.
• Ability to lead daily client delivery while building scalable, automated, and repeatable operating models.
• Strong strategic thinking, execution discipline, and ability to translate business objectives into measurable client management plans.
• Executive presence and the ability to build trusted relationships with senior client stakeholders, internal leaders, and cross-functional partners.
• Commercial acumen, including understanding of retention, expansion, pricing, profitability, client value creation, and portfolio performance.
• Demonstrated ability to use data, dashboards, client feedback, and operational metrics to identify risk, prioritize action, and improve outcomes.
• Strong process improvement mindset with experience driving automation, standardization, workflow redesign, self-service adoption, and operational efficiency.
• Ability to operate effectively in ambiguity and build structure across evolving business segments, new offerings, and changing client needs.
• Excellent verbal and written communication skills, including presentation, facilitation, negotiation, and executive-level storytelling.
• Strong people leadership skills with the ability to mentor, coach, develop, and motivate individuals and teams.
• Ability to manage competing priorities and continue to execute toward key deliverables.
• Ownership mindset with accountability for internal and external outcomes, client experience, and enterprise growth objectives.

Benefits

Please click here for an overview of the benefits available to you and your family.

Pay Range

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

We are 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 protected under applicable law. We are committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.