Client Success Manager at Verra Mobility in New York, NY

Job description

What you'll do Build and maintain strong client relationships by serving as the primary point of contact and trusted advisor for all client communication, support, and strategic partnership needs Lead recurring client meetings, manage follow-up actions, and proactively identify opportunities to improve client satisfaction, retention, and account growth Develop long-term client partnerships that deliver operational and financial value while identifying opportunities to optimize, retain, and expand business within existing accounts Collaborate cross-functionally with Operations, Product, Finance, IT, and other internal teams to resolve service delivery issues, support contractual obligations, and ensure successful client outcomes Maintain a strong understanding of product configurations, system functionality, and cross-service workflows in order to effectively support clients and troubleshoot issues Oversee client onboarding, implementations, project execution, software releases, and UAT activities to ensure requirements are met and changes are successfully deployed Monitor client performance, analyze operational and financial data, identify trends or anomalies, and communicate risks, recommendations, and resolutions to internal and external stakeholders Support client account health through oversight of reporting, account reconciliation, invoice accuracy, overdue revenue recovery, and monthly settlement deliverables Educate and guide clients on product capabilities, operational processes, and industry best practices to drive adoption and long-term success Manage multiple priorities in a fast-paced environment while demonstrating strong organizational skills, critical thinking, communication, and problem-solving abilities Maintain knowledge of applicable legislation, regulatory requirements, and client contracts to support compliance and operational success Willingness and ability to travel up to 30–50% as needed for client meetings, onsite support, implementations, industry conferences, and relationship management activities. What we're looking for Bachelor's degree preferred, or an equivalent combination of education, training and experience is required. 3-5 years' experience in a client-facing environment, account management or similar role. Experience working with government agencies, municipalities, public sector clients, or regulated industries strongly preferred Strong understanding of customer contracts, compliance requirements, and applicable legislation within a client service environment preferred Demonstrated ability to build trusted client relationships, drive client satisfaction and retention, and identify opportunities for account growth and operational improvement Proven ability to manage escalated client concerns, navigate difficult conversations, and drive issue resolution with professionalism, urgency, and sound judgment Ability to successfully guide clients through operational and system-related changes, including implementations, process improvements, software enhancements, and transitions Strong analytical, organizational, and problem-solving skills with the ability to assess complex situations, interpret data, identify risks, and develop effective solutions Excellent verbal and written communication skills with the ability to effectively communicate across all levels of internal and external stakeholders, including executive leadership and government representatives Experience gathering, documenting, and communicating business and client requirements to cross-functional internal teams Ability to manage multiple priorities, adapt to shifting business needs, and maintain accountability in a fast-paced environment Self-motivated and action-oriented with the ability to work independently while also collaborating effectively within cross-functional teams Strong technical aptitude with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with CRM or client management platforms pre