Client Success Manager

About Verra Mobility

Verra Mobility is a global leader in innovative smart mobility solutions dedicated to enhancing safety and convenience worldwide. The company partners with law enforcement and municipalities, operating over 4,000 safety cameras such as red-light, speed, and school bus stop arm cameras across North America. Additionally, Verra Mobility supports major commercial fleets and rental car companies by managing tolling transactions and violations for more than 8.5 million vehicles. The company processes nearly 165 million transactions annually across over 50 tolling authorities, offering connected systems that improve road safety and efficiency.

Company Culture

Verra Mobility thrives as a rapidly expanding, entrepreneurial enterprise guided by a people-first approach and core values: Do What's Right, Lead with Grace, Win Together, and Own It. The organization pursues aggressive growth both organically and through acquisitions, emphasizing competencies such as bias for action, customer focus, teamwork, results-driven mindset, and dedication to excellence.

Position Overview

The Client Success Manager is a strategic role responsible for overseeing administrative functions, customer experience strategies, executive service support, and operational processes. This position requires strong organizational skills, strategic acumen, and a commitment to delivering exceptional premium service. Collaboration with senior leaders and cross-functional teams is critical to driving initiatives, optimizing workflows, and improving performance.

Key Responsibilities

• Develop and implement efficient administrative processes, ensuring timely and accurate documentation and record keeping.
• Manage and improve document management practices, data integrity, and information security protocols.
• Monitor and resolve IT incident tickets using systems such as SNOW to address customer needs and concerns.
• Provide updates and report on Voice of the Customer projects and issues to service leadership.
• Design and implement strategies to enhance customer satisfaction by analyzing feedback and metrics.
• Collaborate across departments to develop initiatives that fulfill customer expectations and foster a customer-centric culture.
• Address and resolve complex client issues empathetically and efficiently, converting challenges into opportunities.
• Support client implementation teams during handovers from deployment to operations phases; attend all implementation meetings for assigned customers.
• Act as the primary contact for customers during operations and maintenance phases, ensuring contractual compliance and service levels.
• Maintain open communication with internal and external stakeholders to strengthen relationships.
• Achieve Annual Operating Plan revenue and margin goals for assigned customers through strategic initiatives and ongoing performance monitoring.
• Prepare and review reports and presentations for executive and departmental meetings accurately.
• Assist in strategic planning and provide insights for assigned customer accounts.
• Facilitate ongoing interaction between customers, sales, and product teams.
• Submit client change requests for evaluation and prioritization to relevant teams.
• Supervise daily operational processes, ensuring alignment with company goals.
• Support quality, compliance, and accuracy audits.
• Manage invoicing processes, including the preparation, review, and approval of invoices to uphold financial accuracy.
• Ensure timely contract renewals and assist the Global Bid Team as needed.
• Provide support for court and administrative hearings related to client issues.
• Stay informed about relevant laws and regulations affecting client services.
• Collaborate with various teams to streamline workflows and address operational challenges.

Qualifications

• Bachelor's degree in Business Administration, Management, or closely related field; Master’s degree or MBA is preferred.
• Proven extensive experience in program management, executive administration, or similar positions with successful track records.
• Strong background in improving customer experience and operational effectiveness.
• Excellent communication, organizational, and problem-solving capabilities.
• Proficient with Microsoft Office tools, including Excel, Word, and PowerBI.
• Willingness to travel to client sites, including overnight stays if required.
• Successful completion of the NLETS background check is mandatory.

Core Company Values

• Own It: High performance focus, accountability, customer orientation, and innovation.
• Do What's Right: Integrity, ethical conduct, good judgment, and courage.
• Choose Courage Over Comfort: Embracing difficult conversations and decisions to propel business forward.
• Win Together: Collaboration, valuing diversity, fostering engagement, and developing others.

Additional Information

Candidate personal data is retained only for the purpose it was collected with explicit consent, and not more than two years after recruitment closure or related job opportunities conclude. Verra Mobility is an Equal Opportunity Employer that considers qualified applicants without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.