Director, Account Management

American Traffic Solutions   •  

Mesa, AZ

Industry: Transportation

  •  

8 - 10 years

Posted 30 days ago

Position Overview

The Director of Account Management is responsible for managing client and supplier relationships, being the primary contact to the customer, and interfacing with internal departments to ensure client needs are met accurately and promptly.


Essential Responsibilities

  • Manage the ongoing support to customers ensuring optimum and effective use of Verra Mobility products
  • Monitor product performance and associated support needs and identifies opportunities for upselling or to modify products to meet customers' needs
  • Lead solution development (Programs and pricing)
  • Monitor and communicate changes in the trajectory of key performance indicators
  • Advise Product Development team on customers' product performance
  • Communicate customer insights into actionable business strategies
  • Identify services and support customers' needs to make effective and productive use of tolling, violation, title & registration products and services
  • Build strong relationships among internal and external customers
  • Adept at synthesizing findings and identifying actions that will yield customer upselling
  • Establish and build professional strong relationships within client base
  • Perform upselling and cross selling activities, involving Business Development team as necessary
  • Assist in solving high severity requests or issue escalations
  • Ensure the timely and successful delivery of solutions based on customer needs and objectives
  • Forecast and track key account metrics (leading and lagging indicators)
  • Meet with customers as needed to deliver customized solution presentations
  • Reviews internal and external information to recommend changes in products and services
  • Works with internal teams to understand business requirements and in turn query, synthesize and effectively communicate customer insights into actionable business strategies
  • Assume a lead role and works closely with Product Development, IT, Operations Marketing, Finance. Business Development
  • Prepares a variety of reports, metrics and analysis with regard to customer toll and violations
  • Meets with customers as needed to demonstrate products in pre-sales support
  • Conducts regular business reviews and evaluates the viability of a customer relationship
  • Work with Marketing to write and prepare marketing, customer communications and promotional materials as necessary

Qualifications

Education and Experience:

  • A 4-year University degree (BA/BS) from a regionally accredited college/university in a related degree
  • A total of 7 years related work experience in account management, client services, sales/marketing, market research, marketing intelligence, business analysis or similar

Knowledge, Skills and Abilities

  • Project management
  • Strong presentation skills
  • Ability to cope with changing and competing priorities effectively and to focus on the most important initiatives
  • Ability to build strong relationships among internal and external customers
  • Ability to understand customer trends and provide feedback and information
  • Ability to cope with changing and competing priorities effectively and to focus on the most important initiatives
  • Good communications and interpersonal skills
  • Ability to prepare and effectively deliver internal and external presentations at all levels of an organization
  • Strong analytical, critical thinking and modeling skills
  • Ability to work well with employees
  • Microsoft Office proficiency
  • Adept at synthesizing findings and identifying actions that will yield customer upselling opportunities
  • Proficient and accurate reporting on all applicable initiatives
  • Ability to create/maintain dashboards/reports for tracking performance and key business metrics
  • Ability to seek out trends and patterns across large sets of data from multiple sources
  • Ability to thrive in a dynamic and time sensitive environment professionally and effectively
  • Results oriented with a strong customer orientation
  • Conversant with current and emerging product capabilities and competitive strengths and weaknesses

Other relevant experience (desired)

  • Tolling experience
  • Rental car experience