Director of Account Management Mass Market

About the Role

The Director of Account Management will oversee client relationships and contracts for the company’s Government Solutions Business Unit, reporting to the Senior Vice President of Global Account Management. This strategic role focuses on building stakeholder relationships, ensuring a high-quality customer experience, and achieving company financial and growth objectives. The position includes direct management of account manager(s) and client support specialists, driving staff engagement, mentoring, and fostering a positive culture.

Responsibilities

• Executive Customer Ownership
  • Serve as the primary executive point of accountability for assigned mass market accounts.
  • Translate mass market objectives into actionable initiatives addressing both short-term wins and long-term market positioning.
  • Build and maintain C-suite and SVP-level relationships across customer organizations.
  • Act as a trusted advisor, aligning Verra Mobility’s roadmap to customer long-term objectives.
• Revenue Protection & Expansion
  • Own renewals, pricing strategy, and commercial negotiations for mass market accounts.
  • Identify and execute expansion opportunities (new products, services, geographies, use cases).
  • Balance growth with margin discipline and contractual risk management.
• Mass Market Account Planning
  • Develop and lead multi-year mass market account plans, including:
    • Revenue and margin growth targets.
    • Retention and risk mitigation strategies.
    • Product adoption and integration roadmap.
    • Executive engagement cadence.
  • Regularly review account health with executive leadership.
• Cross-Functional Leadership
  • Collaborate with Product, Engineering, Sales, and Operations to craft customized solution proposals.
  • Orchestrate internal teams across Sales, Product & Engineering, Operations, Finance & Legal, and Customer Success.
  • Ensure clear accountability, fast escalation, and disciplined execution on customer commitments.
• Customer Advocacy & Voice of the Customer
  • Represent mass market customer needs internally to influence:
    • Product prioritization.
    • Investment decisions.
    • Operating model improvements.
  • Translate customer pain points into actionable, revenue-generating solutions.
  • Ensure solutions deliver measurable impact on customer adoption, retention, and satisfaction.
• Customer Retention & Satisfaction
  • Strengthen relationships and ensure long-term value realization.
  • Develop a deep understanding of customer needs, procurement cycles, and value drivers.
  • Bring customer insights directly into product and pricing decisions.
• Risk Management & Escalation
  • Proactively identify risks related to contract renewals, service performance, regulatory, or operational changes.
  • Lead executive-level issue resolution when stakes are high.
• Success Metrics
  • Build mass market partnerships that accelerate growth.
  • Achieve retention and renewal rate targets for mass market accounts.
  • Drive net revenue growth and margin expansion within mass market customers.
  • Enhance customer satisfaction and executive relationship depth.
  • Reduce customer-related escalations and surprises.
  • Improve accuracy of forecast and renewal planning.

Requirements

• 10+ years of experience in mass market account management, enterprise sales, or commercial leadership.
• Enterprise Sales experience in consulting, mass market planning, solutions architecture, or business development within mobility, transportation technology, government services, or a related field is highly preferred.
• Proven success managing large, complex, multi-year customer relationships.
• Strong ability to operate in complex matrix, cross-functional environments.
• Excellent communication, negotiation, and leadership skills.
• Passion for connecting customer needs to business results.
• Strong executive presence with the ability to engage and influence C-suite stakeholders.
• Experience navigating cross-functional organizations and complex deal structures.
• Background in technology, SaaS, mobility, transportation, or regulated industries preferred.
• Required to pass an NLETS background check.

Company Values

An ideal candidate for this role naturally aligns with the Verra Mobility Core Values:

• Own It. Focus on high performance and drive toward breakthrough outcomes. Ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
• Do What’s Right. Champion integrity and good character. Model ethical behavior, demonstrate good judgment, and act courageously.
• Choose Courage Over Comfort. Lean into conversations, decisions, and actions that move the business forward, even when uncomfortable. Challenge assumptions, address issues early, and prioritize progress over ease.
• Win Together. Grow and inspire people together. Collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.