VP, Client Services

JOB OVERVIEW
The VP, Client Services is responsible for the account management function at Wheels and its performance for customers. The account managers are responsible for ensuring day-to-day fleet management support for customers. Primary responsibility for the VP, Client Services is to manage, lead, develop and direct the Managers who lead the account management teams, the Vehicle Inventory Management (VIM) team, and the customer support team. The VP of Client Services is also responsible for the fulfillment of Wheel’s customer service vision to provide the best service experience in the fleet management industry through Available, Responsive, Expert, Proactive and Accurate services from the team. The person in this role will also be a leader in aligning all departments of Wheels to the customer service vision.Strategically, the VP, Client Services will focus on the fit and relevancy of our service model options for customers, ensuring that these offerings meet and lead to current customer and market trends.The VP, Client Services will be evaluated based on customer and employee satisfaction results including Net Promoter Score or relevant measures. Wheels believes that happy and engaged employees are the core driver of customer satisfaction, and it will be the objective of the VP of Client Services to execute this belief. The VP of Client Services will work to ensure Customer Service Account Managers have the necessary training, processes, tools, and resources available to them to build positive customer relationships.This position requires a strong leader and motivator with strong organizational and talent development skills.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• CLIENT RELATIONS:
  • Lead the market-backed evaluation and development of next generation client services models including Fleet Administration Outsourcing, Core Account Services, Truck Services and VIM & Support to take advantage of client and market trends.
  • Partner with Account Management to ensure appropriate levels of support and responsiveness are provided to our clients.
  • Interact with clients and prospects as a subject matter expert; handle escalated issues.
  • Participate in client on boarding activities and work closely with other departments within Wheels to provide world class onboarding of new clients.
  • Participate in technology and organizational initiatives to ensure alignment with clients’ expectations and overall improvement of the customer service experience.
  • Partner with Operations and Product teams to fulfill seamless cross-functional support & delivery for clients.
  • Participating and Presenting on Wheels Webinars as appropriate.
  • Partner with the sales team on prospect calls and demonstrations.
• PERFORMANCE MANAGEMENT:
  • Identify specific, measurable performance standards that can be monitored and reported effectively.
  • Oversee the preparation of monthly, quarterly, and annual department operating reports.
  • Manage activities and deliverables of direct reports, including performance appraisals and salary/bonus recommendations.
  • Develop staff skills, provide coaching and mentoring, and manage capacity in anticipation of business needs.
  • Lead recruitment and selection process and oversee training and development programs.
  • Continuously monitor Client Services employee satisfaction and drive initiatives to improve engagement and satisfaction.
  • Ensure delivery of developmental training to all Client Services team members.
  • Enhance and execute Client Services manager development plans.

LEADERSHIP RESPONSIBILITIES

• Leadership
• Drive strategy, anticipate future needs and support business objectives.
• Drive continuous improvement, business simplification and process enhancement through technology and best practices to streamline work processes and improve overall quality and productivity.
• Maintain a positive, productive quality-centric culture and positive work environment.
• Promote faster adoption and greater efficiency and proficiency within the department and organization.
• Lead business activities to promote and enhance products delivered by Client Services
• Develop staff skills, provide coaching and mentoring, and manage capacity in anticipation of business needs.
• Lead, coach & develop Client Services leaders so they are driving our customer service vision through their teams and to Wheels customers.

COMPETENCIES - SKILLS

• Knowledge of process improvement methodologies with experience in delivering measurable results
• Outstanding interpersonal and communication skills and strong presentation and selling skills.
• Strong change management skills, with a demonstrated ability to maintain service excellence during periods of significant operational transition.
• Self-starter, results oriented, with an unwavering commitment to clients and employees.
• Proven ability to build strong relationships across business units at the executive, peer, and subordinate level.
• Solid analytical and budget management skills
• Ability to travel as required within US and Canada; must have a valid passport.

EDUCATION AND EXPERIENCE

• Bachelor's degree required; master’s degree is a plus.
• Minimum of 20 years of business experience
• Minimum of 20 years of 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 build and manage a team of service professionals.

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, our culture guides us how we work every day, and we look for team members who show these behaviors:

• 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 position is 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: Occasional travel (less than 10%) is expected for this position to visit with client.
Physical Demands: While performing the duties of this job, the employee must regularly talk and hear.
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.

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:

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.