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Customer Service
Client Success Manager
@Verra Mobility
[Hiring] Client Success Manager @Verra Mobility
Mar 07, 2025 - Verra Mobility is hiring a remote Client Success Manager. 💸 Salary: unspecified. 📍Location: USA.
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Role Description
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 a commitment to excellence in delivering superior, white-glove service to customers.
- Work closely with senior leadership and cross-functional teams to drive key initiatives, optimize workflows, and enhance organizational performance.
Job Duties
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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.
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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.
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Executive Services
- Assist the Client Implementation Team with efficient handover from implementation to Operations and Maintenance phase of contracts.
- Serve as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.
- Ensure adherence to business rules and ongoing delivery of all contract requirements and service 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.
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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).
Verra Mobility Values
- Own It.
- Do What’s Right.
- Lead with Grace.
- Win Together.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
unspecified
|
Posted
Mar 07, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
