Position Overview:The Client Success Manager plays a pivotal role in ensuring the smooth operation and strategic alignment of administrative functions, customer experience initiatives, executive service support, and operational process within the organization. This position demands a high level of strategic insight, excellent organizational skills, and committed to excellence in delivering superior, white-glove service to customers. The Client Success Manager will work closely with senior leadership and cross-functional teams to drive key initiatives, optimize workflows, and enhance organizational performance.
Job Duties: - Administrative
- Develop and implement efficient administrative systems and processes to streamline day-to-day operations.
- Ensure accurate and timely documentation of all administrative activities and maintain comprehensive records.
- Implement and monitor best practices for document management, data accuracy, and information security.
- Open, Check, Report, and help Resolve IT/SNOW (or similar incident management system) Problem Tickets to meet customer needs and/or concerns.
- Report out updates, issues/concerns, and any ongoing projects related to Voice of the Customer to the Service Enablement Leader and/or Department.
- Customer Experience
- Design and execute comprehensive strategies aimed at enhancing the overall customer experience and satisfaction.
- Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and areas for improvement.
- Collaborate with various departments to develop and implement initiatives that address customer needs and expectations.
- Create and help maintain a customer-centric culture across the organization, ensuring that all interactions meet high standards of excellence.
- Address and resolve complex customer issues and complaints with empathy and efficiency, aiming to turn challenges into opportunities for improvement.
- Assists the Client Implementation Team with efficient handover from implementation to Operations and Maintenance phase of contracts. Expected to attend all Client Implementation meetings for assigned customers.
- Serves as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.
- Ensures adherence to business rules and ongoing delivery of all contract requirements and services levels.
- Serve as a primary point of contact for internal and external stakeholders, ensuring clear communication and effective relationship management.
- Consistently meet and exceed the Annual Operating Plan (AOP) revenue and margin targets for assigned customers through the implementation of strategic initiatives, collaborative and cross-functional work, and effective performance monitoring.
- Prepare and review reports, presentations, and other materials for executive and departmental meetings, ensuring accuracy and clarity.
- Assist in strategic planning and decision-making processes for assigned customers by providing relevant insights and recommendations.
- Facilitate regular customer interaction with Sales and Product Teams.
- Prepare and submit client change requests to Product Intake and/or BRQ team for evaluation and prioritization.
- Operations
- Oversee and optimize daily operational processes to ensure alignment with organizational goals and objectives.
- Assist with quality, accuracy and compliance audits.
- Oversee the invoicing process, including preparation, review and approval of invoices to maintain financial integrity.
- Ensure the renewal of assigned contracts, including timely exercise of contract option years and assisting the Global Bid Team as required.
- Provide support for court and administrative hearings as required.
- Stay updated on changes to applicable laws and regulations impacting assigned customers.
- Collaborate with various departments to streamline workflows, improve communication, and resolve operational challenges.
Qualifications:- Bachelor's degree in business administration, Management, or a related field; Master's degree or MBA preferred.
- Extensive experience in program management, executive administration, or a similar role, with a proven track record of success.
- Strong background in enhancing customer experience and driving operational improvements.
- Exceptional organizational, communication, and problem-solving skills.
- Working knowledge of Microsoft Office (Excel, Word, PowerBI)
- Willingness to travel to client locations as required (including overnight stays if necessary).
- Required to pass a NLETS background check
Verra Mobility ValuesAn ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:
- Own It. We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.
- Do What's Right. We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.
- Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.
- Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.
