Director, Client Management - Growth Segments

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Job Description: JOB OVERVIEW 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. The Director will establish consistent operating cadences, client success measures, service expectations, and escalation paths while partnering across Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to ensure Wheels delivers a value-based client and driver experience as these segments grow. This leader will also develop and manage Client Management professionals, use data to identify risk and growth opportunities, and create repeatable playbooks, self-service capabilities, and automated workflows that allow Wheels to scale without sacrificing quality or client experience. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS 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. Other duties assigned to ensure overall departmental efficiency and support enterprise growth objectives. LEADERSHIP RESPONSIBILITIES Number of Direct Reports: 7 Number of Indirect Reports: 7 Leadership Responsibilities Strategy Provide direct leadership and oversight to the Client Management team. Set clear segment priorities, goals, performance expectations, operating routines, and accountability standards for team members and leaders. Coach, train, and develop team members on strategic client management, consultative relationship management, executive communication, issue resolution, and growth-oriented account planning. Build a scalable operating model that defines roles, responsibilities, handoffs, service levels, escalation paths, and repeatable workflows across all three segments. Lead workforce planning and capacity management to balance high-touch client needs with automated, standardized, and self-service delivery capabilities. Drive adoption of reporting, workflow, and client engagement tools; ensure client data, account plans, risks, opportunities, and service activity are accurately captured and maintained. Foster strong cross-functional collaboration with Sales, Product, Operations, Technology, Finance, Implementation, and Marketing to align segment priorities and remove barriers to client success. Create a culture of accountability, innovation, customer success, and continuous improvement while reinforcing Wheels core values and leadership expectations. Identify talent gaps, support succession planning, and develop team

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Company Intel

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