Client Success Manager

Summary

Verra Mobility is seeking a Client Success Manager to support and strengthen client relationships. The role focuses on client satisfaction, account growth, service issue resolution, project execution, software change review, onboarding, performance analysis, and financial account health.

Responsibilities

• Maintain excellent professional relationships with clients and be actively involved in providing a positive customer service
• Formulate long term client partnerships that deliver both financial and operational benefits for both organizations
• Lead recurring client meetings and ensure that all follow-up items are addressed
• Effectively interact with clients on regular and ad hoc basis
• Build and develop revenue streams within our existing client base
• Collaborate with other departments to resolve service delivery issues impacting contractual obligations
• Maintain a detailed understanding of how products are configured for clients and understand cross-service system logic and functionality
• Serve as primary point of contact for all client communication and oversight; own overall client satisfaction and proactively identify opportunities and work with management to optimize, retain and upsell business
• Understand and maintain client health with respect to AR balance, account reconciliation, overdue revenue recovery, and invoice accuracy
• Effectively communicate in a fast-paced, team-oriented environment with shifting priorities introduced through many mediums
• Efficiently manage time and deadlines while balancing multiple priorities internally and externally
• Oversee project campaign execution to ensure all requirements are met; document and measure project progress and communicate effectively both internally and externally
• Review and approve the release of software changes and participate in UAT testing
• Educate and guide new and existing clients on industry best practices
• Onboard new clients or new products and proactively address areas where improvement is needed
• Monitor and analyze client performance, recognize anomalies and raise awareness to management
• Think critically, develop potential solutions, and effectively communicate to impacted parties
• Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Review and deliver monthly settlement files and reporting to the client

Skills

• Or an equivalent combination of education, training and experience is required
• 3-5 years' experience in a customer-facing environment, account management or similar role
• Must be detail-oriented with the ability to multi-task in a fast-paced environment
• Excellent written and verbal communication skills are required
• Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Experienced in compiling, documenting, and communicating client requirements to internal stakeholders
• Excellent organizational, analytical and negotiation skills
• Excellent problem solver; ability to define problems, collect data, establish facts and draw valid conclusions
• Bachelor's degree preferred

Qualifications

Must Haves

• or an equivalent combination of education, training and experience is required
• 3-5 years' experience in a customer-facing environment, account management or similar role
• Must be detail-oriented with the ability to multi-task in a fast-paced environment
• Excellent written and verbal communication skills are required
• Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Experienced in compiling, documenting, and communicating client requirements to internal stakeholders
• Excellent organizational, analytical and negotiation skills
• Excellent problem solver; ability to define problems, collect data, establish facts and draw valid conclusions

Nice to Haves

• Bachelor's degree preferred