Senior Manager, Client Services

Wheels, Inc.•Alpharetta, GA

22h•$97,600 - $136,600•Hybrid

About The Position

At Wheels, we’re shaping the future of mobility by delivering experiences our customers love and moving businesses forward through passionate people and creative solutions. As a Sr. Manager, Client Services, you will lead a team of high-performing Account Managers who support our most strategic clients where excellence in service, partnership, and retention is paramount. This highly visible leadership role is responsible for ensuring day-to-day execution meets the highest standards of quality, responsiveness, and proactive client management. You’ll guide the team in delivering on service level expectations, driving operational efficiency, and resolving client issues with both urgency and care. Your leadership will be critical in supporting top-tier client satisfaction, strengthening relationships, and ensuring long-term retention. As the leader of where our best Account Managers aspire to be, you’ll play a key role in coaching, mentoring, and developing your team while fostering a culture of accountability, empathy, and high performance. You’ll collaborate closely with Client Management, Operational Leadership, and other key internal stakeholders to identify opportunities for process improvement, support cost-saving initiatives, and align efforts to meet both client and business goals. This role requires a flexible, collaborative leader who thrives in a fast-paced environment, can navigate complexity with confidence, and is passionate about supporting both people and results. If you’re motivated by the opportunity to lead a top-tier team, make a meaningful impact, and help drive the future of client success at Wheels, this is your moment.

Requirements

Strong leader and motivator
Significant operations experience in a high volume, multi-faceted/skilled, diverse client environment
Strong customer service and customer relationship skills
Change agent and flexible to drive change within the organization.
Ability to think at a high level, multitask, and plan.
Exceptional verbal and written communication skills, both soft and influencing skills
Ability to manage multiple priorities and high volume of work.
Create and manage cross-functional teams and gain consensus from other departments for key service and operations initiatives.
Effective project management skills with a proven record of successful implementations
Excel, Word, and PowerPoint expertise
High School Diploma required, Bachelor’s Degree preferred
5-7 years client service experience in roles with increasing responsibilities
3 years of Supervisor or Manager experience

Nice To Haves

5 years of fleet industry experience preferred
Salesforce & Tableau experience preferred

Responsibilities

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.
Serve as an escalation point and take ownership of 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.
Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company.
Facilitate and communicate team meetings and training needs to ensure employees are kept abreast of industry, market, and customer demands/changes/updates.
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
Ability to read, understand, and adherence to the client contract.
Review, explain, and present client KPI & SLA’s.
Ensure day to day responsibilities align with the client fleet policy and in some cases, statement of work.
Interpret system data to manage and hold colleagues accountable for delivering on client and business expectations.
Provides continuous coaching, development, and managerial support to Account Managers ensuring customer retention and exceeding customer satisfaction goals.
Reward and recognize favorable behaviors to enhance group effectiveness of team members.
Create a collaborative team environment focused on understanding and meeting client needs.