Job Description:

JOB OVERVIEW

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

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.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:
$129,800-$181,800
The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.