Strategic Client Success Manager at Verra Mobility

Job description

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. · Executive Services · 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 · 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 Values An ideal candida