Position Overview:
The Director Account Management will oversee client relationships and contracts for the company's Government Solutions Business Unit, reporting to the Senior Vice President Global Account Management. The position requires a strategic approach to building stakeholder relationships, ensuring a high-quality customer experience and achieving company financial and growth objectives. The position includes the direct management of account manager(s) and client support specialists. The Director Account Management will drive staff engagement to deliver on key targets and priorities, while mentoring and developing the team to ensure a positive culture and the highest standards of business and customer excellence.
Executive Customer Ownership
- Serve as the primary executive point of accountability for assigned mass market accounts
- Translate mass market objectives into actionable initiatives that address 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
- Translate mass market objectives into actionable initiatives that address both short-term wins and long-term market positioning
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
- 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.
- Develops deep understanding of customer needs, procurement cycles, and value drivers.
- Brings 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
- Retention and renewal rate of mass market accounts
- Net revenue growth and margin expansion within mass market customers
- Customer satisfaction and executive relationship depth
- Reduction in customer-related escalations and surprises
- Accuracy of forecast and renewal planning
What we're looking for- 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
