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Manager, Client Experience

Wheels

Alpharetta, Georgia

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JOB DETAILS
SKILLS
Budget Reporting, Change Management, Coaching, Communication Skills, Customer Escalations, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Service Management, Customer Support/Service, Exceeded Sales Goal, Forecasting, Interpersonal Skills, Leadership, Market Surveys, Needs Assessment, Operational Improvement, Operational Strategy, Operations, Operations Management, Performance Metrics, Problem Solving Skills, Procedure Implementation, Process Improvement, Productivity Model, Sales Management, Salesforce.com, Service Level Agreement (SLA), Staff Development, Strategic Planning, Team Building, Team Player, Training/Teaching, Workplace Issues
LOCATION
Alpharetta, Georgia
POSTED
1 day ago
Job Description:

JOB OVERVIEW
At Wheels, we move businesses forward by delivering experiences our customers love powered by people who lead with passion, think strategically, and serve with purpose. As a Manager, Client Services, you'll play a vital leadership role in bringing that vision to life guiding a team of Account Managers who are the face of service excellence for our clients.

This position is about more than overseeing daily operations it's about creating the conditions for your team to succeed. You'll lead with intention, using data to drive performance while supporting your team with empathy, clarity, and trust. Your role is to ensure your team consistently delivers on client expectations, proactively manages their portfolios, and contributes meaningfully to client retention and satisfaction.

In a fast-paced environment where priorities shift and expectations are high, you'll be both a strategic thinker and a steady coach setting the bar, removing roadblocks, and helping your team grow into strong, confident professionals. You'll partner closely with Operations, Client Management, and internal stakeholders to identify opportunities, solve problems, and ensure the team meets key SLAs, KPIs, and business goals.

This is a leadership role for someone who believes in the power of relationships not just with clients, but with colleagues. If you're energized by helping others perform at their best, grounded in accountability, and motivated by the impact of great service, this is your opportunity to shape the future of client experience at Wheels.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS
  • Serve as an escalation point and take ownership for issues that impact the customer's success.
  • Uses discretion to escalate customer issues/employee issues to senior leaders as appropriate.
  • Build and maintain strong relationships with multiple key contacts within your assigned team's customer portfolio.
  • Professionally addresses job performance issues such as attendance and interpersonal conflicts in the workplace.
  • Reward and recognize favorable behaviors to enhance group effectiveness of team members.
  • Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company.
  • Utilize capacity forecast models, Salesforce, vehicle count and processes to establish appropriate client workload, staffing levels and back-up plans that will achieve desired customer service and support objectives.
  • Utilize Change management principles to effectively lead associates with changes in process.
  • Identify and implement processes and procedures to improve operational efficiency and customer experience
  • Ensure Account Managers meet individual and team performance metrics (e.g., Salesforce cases, phone availability) and implement action plans.
  • Establish strategic plans with Account Managers using annual customer survey results and NPS feedback to drive satisfaction, retention, and growth.
  • Partner with Account Managers to investigate customer inquiries and drive prompt completion.
  • Facilitate team meetings and coordinate training needs; keep employees current on industry, market, and customer updates.
LEADERSHIP RESPONSIBILITIESNumber of Direct Reports:
  • 10-17
Number of Indirect Reports:Budget/PNL Responsibility:Leadership Responsibilities Strategy:
  • Work to ensure the Account Managers meet individual and team performance metrics (Salesforce cases, phone availability) and implement action plans as needed.
  • Work with each Account Manager to establish a strategic plan incorporating annual customer survey results along with NPS Feedback for all customers and work with Account Managers to ensure complete customer satisfaction, retention, and growth.
  • Partner with Account Managers to investigate customer inquiries, determine next steps, and achieve their prompt and successful completion daily.
  • Provides continuous coaching, development, and managerial support to Account Managers ensuring customer retention and exceeding customer satisfaction goals.
  • Create a collaborative team environment that is clearly focused on understanding and meeting client needs.
  • Facilitate and communicate team meetings and training needs to ensure employees are kept abreast of industry, market, and customer demands/changes/updates
COMPETENCIES - SKILLS
  • Strong leader and motivator
  • Significant operations experience in a high volume, mult

About the Company

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Wheels

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