Client Success Manager

About the role

The Client Success Manager will provide exceptional client service, build long-term client partnerships, and oversee project campaigns.

Responsibilities

• Maintain excellent professional relationships with clients and provide positive customer service
• Formulate long-term client partnerships delivering both financial and operational benefits
• Lead recurring client meetings and ensure follow-up items are addressed
• Effectively interact with clients on regular and ad hoc basis
• Build and develop revenue streams within the 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 the primary point of contact for all client communication and oversight, owning overall client satisfaction and proactively identifying opportunities and working with management to optimize, retain, and upsell business
• Maintain a detailed understanding of client health with respect to accounts receivable (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

Requirements

• Bachelor's degree preferred, 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
• Thrives in a dynamic, fast-paced, high-growth work environment
• Excellent organizational, analytical and negotiation skills
• Excellent problem solver; ability to define problems, collect data, establish facts and draw valid conclusions
• Must be able to work on your own as an individual contributor and be able to work with a team
• Able to prioritize and reprioritize and keep stakeholders updated with expectations

Qualifications

• Must have explicit consent to retain personal data for the business purpose for which it was collected
• Must have a two-year retention period for candidate personal data following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company
• Must be an Equal Opportunity Employer
• Must adhere to Verra Mobility Core Values

Skills

• Own It
• Do What’s Right
• Choose Courage Over Comfort
• Win Together

Benefits

N/A

Pay

N/A

Schedule

N/A

Verra Mobility Values

• Own It
• Do What’s Right
• Choose Courage Over Comfort
• Win Together

Video

Verra Mobility Solutions for Government

Job Type

• Customer Care Specialist II
• Technical Product Manager
• Sr. Manager, Procurement Excellence