Recognized as one of the Best Places to Work in Chicago by Fortune Magazine and Great Place to Work, Sasser prides itself on supporting an employee-driven, opportunity-based culture that empowers, recognizes, and rewards its employees. From highly competitive benefits to exciting employee events to organic, grassroots philanthropy and volunteerism, Sasser is an awesome place to begin and grow your career. We are a transportation asset services and management company with roots dating to 1928. Sasser’s subsidiary units are leaders in providing commercial- and industrial-focused rail, automotive, and containerized shipping solutions, including asset leasing, fleet administration management, asset repair and maintenance, and innovative technology services.
Sasser family of companies includes subsidiaries Chicago Freight Car Leasing, CF Rail Services, Moventum Fleet Management, Express 4x4 Truck Rental, and Falcon Lease. To learn more about what makes Sasser special, visit www.sasser.com .
This role supports our Express 4x4 Truck Rental team. Established in 1993 and acquired by Sasser in 2013, we offer flexible and affordable, mid- to long-term ½-ton, ¾-ton and 1-ton pick-up truck rentals for or clients, with a commitment to on-time delivery, anywhere in North America.
The Director of Client Experience is a critical leadership position is responsible for building a high-performing team of Strategic Customer Managers and Strategic Account Managers. The Director establishes best-in-class account management practices and creates a disciplined approach to retention, renewals, and account growth. The Director drives consistency in customer engagement, business reviews, and account planning, and partners closely with Sales & Growth, Sales Support, Operations, Fleet, Credit, and Moventum Leasing so every customer has clear ownership and a seamless experience.
By retaining customers, increasing share of customer business, protecting utilization, and strengthening executive relationships, the Director of Customer Relationships contributes directly to growing revenue and vehicles on the road at the same time, and to Express 4X4's vision of becoming the industry's leading nationwide commercial truck rental provider.
As a Director of Client Experience, Here’s What You Will Do:
Customer Relationship Leadership
Lead the Customer Relationships organization with accountability for customer retention, revenue growth within existing accounts, customer satisfaction, and portfolio profitability.
Develop and execute customer relationship strategies that strengthen long-term partnerships, increase share of customer business, and maximize customer lifetime value.
Establish and standardize account management disciplines, including customer segmentation, business review cadence, strategic account planning, and customer engagement practices.
Retention & Account Growth
Own renewals and extensions across the customer portfolio, making sure rentals are extended or renewed before vehicles come off rent.
Lead proactive save and win-back efforts for at-risk, declining, and lapsed customers, and address the root causes of customer attrition.
Grow share of customer business through additional units, new projects, new job sites and locations, and cross-selling with Moventum Leasing.
Protect fleet utilization and asset value by keeping vehicles on rent and aligning customer demand with fleet availability.
Manage renewal pricing and rate adjustments within established guidelines to protect margin and support long-term profitability.
Develop strategies to identify customer expansion opportunities while proactively mitigating customer attrition and business risk.
Team Leadership & Development
Lead, coach, and develop a team of Strategic Customer Managers and Strategic Account Managers to deliver exceptional customer experiences, customer retention, and account growth.
Establish clear goals, KPIs, and accountability, including customer and revenue retention, renewal…