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VP, Client Services

Wheels

Schaumburg, Illinois

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JOB DETAILS
SKILLS
Best Practices, Business Growth, Business Performance Management, Business-to-Business (B2B), Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Retention/Renewal, Customer Satisfaction, Customer Support/Service, Customer/Client Research, Due Diligence, Employee Retention, Finance, Financial Analysis, Forecasting, Leadership, Onboarding, Operational Improvement, Performance Analysis, Performance Metrics, Post-Sales, Revenue Growth, Risk Management, Sales Management, Service Delivery, Talent Management, Time Management, Training Tools
LOCATION
Schaumburg, Illinois
POSTED
15 days ago
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-functi

About the Company

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Wheels

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