Director, Client Management

Job Description:

JOB OVERVIEW The Director, Client Management is responsible for assuming specific goals and objectives associated with your assigned client portfolio, as well as the management of the Associate Vice Presidents, Directors, Managers and Associate of Fleet Consulting reporting to you. The primary goal of your job will be to ensure 100% client retention and exceptional client satisfaction ratings across the client portfolio assigned to you. You will also be tasked with ensuring your team remains compliant with the Wheels Client Management program and ensuring that your team is looking for opportunities for growth within your assigned client portfolio.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• As a Director, Client Management, your goal will be 100% Client Retention and high Client Satisfaction Scores for clients assigned to your portfolio.
• Execute to the key performance metrics as outlined by senior leadership.
• Strategic management and a sense of ownership of Wheels clients assigned to your portfolio – you will lead a team of Client Management professionals who will partner with our clients and contribute to a client’s ability to achieve goals, as well as to Wheels’ growth objectives.
• Track performance to overall metrics for the Wheels Client Management program for clients assigned to your portfolio.
• Be the first point of escalation for clients assigned to your portfolio.
• Back up and support for clients assigned to your portfolio while your team is out of the office.
• Effectively work with Clients and Wheels Associates (internal organization) to overcome opportunities.
• Proactively review data for clients assigned to your portfolio to provide recommendations that support their business objectives.
• You will have responsibility for ensuring the organization is aware of client feedback from routine interactions with clients as well as formal Client Satisfaction Survey results. Hold the internal organization accountable for action plans to increase client satisfaction when necessary.
• Be an internal and external advocate for Wheels and our clients internally and externally.
• Participate and/or lead in pricing strategy, competitive bid situations and other market-related activity related to the clients in your portfolio.
• Represent Wheels in speaking in public forums and engagements to demonstrate our leadership in the fleet and mobility sectors.
• Other duties assigned to ensure overall departmental efficiency.

LEADERSHIP RESPONSIBILITIESNumber of Direct Reports:

• 4-8

Number of Indirect Reports:

• 4-8

Budget/PNL Responsibility:
Leadership Responsibilities Strategy:

• Ensure that members of your team remain compliant with the Wheels Client Management program.
• Coach, train and develop members of your team on strategy and executing toward accomplishing goals set in partnership with clients in their assigned portfolios.
• Direct responsibility to assist your team to increase penetration of ancillary services within the existing client portfolio resulting in incremental revenue billing.
• Assist in the coaching and development of new members to the Client Management team.

COMPETENCIES - SKILLS

• Demonstrate strong organizational skills and multi-task management with multiple clients.
• Whenever possible, be a catalyst to drive change and process improvement in the organization.
• The ability to multitask and manage competing priorities.
• Excellent verbal and written communication skills.
• The ability to mentor, train, and coach individuals.
• The ability to stay calm under pressure and continue to execute towards key deliverables.
• Assume ownership and accountability for all actions - internal, as well as external.

EDUCATION AND EXPERIENCE

• Bachelor’s Degree and at least ten years equivalent related strategic account management experience is a minimum requirement for this job.
• At least ten years of relevant leadership experience in guiding team members is required for this position.
• Prior knowledge of Salesforce and Microsoft Office Suite (Word, Excel, PowerPoint) is a requirement for this job. Strong knowledge of Excel is a requirement for this job.
• Must be able to manage and direct meetings, as well as make public presentations before small and large groups.
• Certified Automotive Fleet Manager (CAFM) certification preferred.
• Must be flexible and willing to adapt to the company's needs.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENTWork Environment: This position is in Georgia or Illinois and operates in a professional office environment however remote candidates will be considered.
Position Type/Standard Schedule: This is a full-time position, Monday through Friday.
Travel: Must be willing to travel at least 40% of the time.
Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.

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:

$127,100-$177,900

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