VP, Client Services

Benefits

Additional Information

Job Description: The VP, Client Services is accountable for the overall client experience across Wheels' portfolio, ensuring delivery of a consistent, high‑quality, and scalable service model that supports client retention, growth, and satisfaction. This role leads the Client Services organization, including account management and support teams, and serves as a senior leader in shaping how Wheels delivers value to clients across the full lifecycle. This role partners closely with Commercial, Operations, Product, Finance, Analytics, and Technology teams to align service delivery with client expectations, contractual commitments, and Wheels' growth strategy. The VP, Client Services is responsible for evolving service models, improving operational execution, and ensuring teams are equipped with the right talent, tools, processes, and insights to support clients effectively. Success in this role is measured by client outcomes, including Net Promoter Score, retention, service performance, and employee engagement. The VP, Client Services is expected to drive a culture of accountability, continuous improvement, and client‑first decision making. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS CLIENT EXPERIENCE & SERVICE STRATEGY: Own the end‑to‑end client services strategy and execution across the Wheels portfolio Define, evolve, and operationalize service models that align to client segment, complexity, and value Ensure consistent, high‑quality service delivery throughout onboarding, steady‑state support, and change events Act as an escalation point for complex client issues, ensuring timely resolution and clear communication Partner with Commercial leadership on client strategy, renewals, expansion opportunities, and retention risk mitigation Represent Client Services in key client meetings, executive briefings, and strategic conversations as required CROSS FUNCTIONAL PARTNERSHIP Partner with Operations, Product, Technology, Analytics, and Finance to align service delivery with operational capabilities and roadmap priorities Ensure client feedback and performance insights are translated into actionable improvements across teams Collaborate with Sales and Growth teams to support due diligence, onboarding readiness, and post‑sale execution Drive clarity on roles, handoffs, and accountability across Commercial and Client Services teams PERFORMANCE MANAGEMENT & OPERATIONAL EXCELLENCE: Establish and monitor clear service performance metrics, including NPS, retention, client health, and operational KPIs Lead operating rhythms to review performance, risks, and improvement initiatives Drive process simplification, scalability, and consistency through adoption of best practices and technology Ensure accurate forecasting of capacity and demand in alignment with business growth LEADERSHIP & TALENT DEVELOPMENT Build, lead, and develop a strong Client Services leadership team capable of executing today and scaling for the future Create a culture of ownership, accountability, collaboration, and continuous improvement Oversee talent planning, hiring, development, and succession for Client Services Ensure team members have the skills, training, and tools needed to deliver excellent client outcomes Foster employee engagement and retention through clear expectations, development opportunities, and recognition LEADERSHIP RESPONSIBILITIES Set a clear vision for Client Services aligned to Wheels' growth and client strategy Lead through change with transparency, structure, and focus on client impact Promote data‑driven decision making and disciplined execution Champion a client‑first mindset while balancing scalability, efficiency, and commercial outcomes Serve as a role model for Wheels' values and leadership behaviors Set a clear vision for Client Services aligned to Wheels' growth and client strategy Lead through change with transparency, structure, and focus on client impact Promote data‑driven decision making and disciplined execution COMPETENCIES - SKILLS Proven senior leadership experience in a complex, B2B service environment Strong track record of leading large, distributed teams through growth and transformation Demonstrated ability to improve client satisfaction, retention, and operational performance Strong cross‑functional leadership and stakeholder management skills Comfortable operating at both strategic and execution levels Analytical, action‑oriented, and accountable leader Proven senior leadership experience in a complex, B2B service environment EDUCATION AND EXPERIENCE Bachelor's degree required, advanced degree preferred Minimum of 20 years of business and leadership experience Minimum of 5 years' experience working in a service industry with extensive experience managing staff in a full service, outsourcing environment providing support at the B2B client level Strong relationship management experience with strong proactive transaction execution is a must. Proven people leadership experience and the ability to