This Director of Client Excellence Enablement focuses on retention, client health, and strategic renewal support. The role ensures that the Client organization has the insights, tools, and messaging needed to retain key customers, proactively manage risk, and win complex RFPs and renewals.

This leader serves as a trusted advisor to Client Managers and Leadership on client risk, executive storytelling, and value articulation.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Client Health & Risk Management

  • Own and evolve the Client Health Scorecard, ensuring accuracy, consistency, and actionable insights.

  • Lead regular Client Health and risk reviews with Client Leadership.

  • Identify early warning signals and partner with Client teams to develop proactive mitigation plans.

• RFP, Renewal & Executive Storytelling

  • Serve as a subject matter expert on RFP strategy, content, and presentations to support client retention.

  • Partner with Client Managers on renewal strategies, executive presentations, and value articulation.

  • Ensure consistent messaging, differentiation, and alignment with enterprise strategy in all retention efforts.

• Client Awareness & Executive Reporting

  • Own the Client Awareness Report and related executive-facing insights.

  • Ensure leadership has a clear, concise view of client sentiment, risks, opportunities, and engagement trends.

  • Partner with Voice-of-Customer, Product, and Operations teams to integrate insights into client strategies.

• Cross-Functional Enablement

  • Partner with Product Marketing, Operations, and Commercial Strategy to ensure retention messaging reflects current capabilities and roadmap priorities.

  • Share best practices, success stories, and lessons learned across the Client organization.

• Process & Continuous Improvement

  • Standardize renewal and retention processes where appropriate.

  • Identify gaps in tools, data, or enablement that impact client outcomes and work cross-functionally to address them.

• Success Measures

  • Improved client retention and renewal outcomes

  • Earlier identification and mitigation of client risk

  • Strong RFP win rates and executive feedback

  • Increased consistency and confidence in client storytelling

COMPETENCIES - SKILLS

• Experience in client retention, renewals, RFP management, or client success leadership

• Strong executive communication and presentation skills

• Ability to synthesize complex data into compelling narratives

• Collaborative mindset with strong enterprise perspective

EDUCATION AND EXPERIENCE

• 10 years of relevant work experience

• Bachelor's degree required

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, leaders are expected to model and champion our cultural attributes through their actions:

• 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 hybrid position is in Alpharetta or Schaumburg and operates in a professional office environment.

Positions Type/Standard Schedule:  Full Time, Monday thru Friday

Travel:  Up to 10% travel

Physical Demands:  The role is primarily sedentary, involving prolonged periods of sitting and extensive use of a computer and other office equipment. However, it occasionally requires facilitating group workshops, which may involve extended periods of standing. Special Conditions: The role may involve high-pressure situations and tight deadlines, requiring strong time management and stress management skills.

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.