VP, Client Services

Job Description:

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