Client Success Manager

Verra Mobility

23h

About The Position

As a Client Success Manager, you will be responsible for providing an excellent experience for our clients by anticipating and resolving challenges or issues in a manner that exceeds expectations. The successful candidate is energized by making clients happy and driven to create success in challenging situations through relationship building, creative problem solving, communication, and persistence.

Requirements

Bachelor's degree preferred, or an equivalent combination of education, training and experience is required.
3-5 years' experience in a customer-facing environment, account management or similar role.
Must be detail-oriented with the ability to multi-task in a fast-paced environment.
Excellent written and verbal communication skills are required.
Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook).
Experience with basic SQL queries
Experienced in compiling, documenting, and communicating client requirements to internal stakeholders.
Thrives in a dynamic, fast-paced, high-growth work environment.
Excellent organizational, analytical and negotiation skills.
Excellent problem solver; ability to define problems, collect data, establish facts and draw valid conclusions.
Must be able to work on your own as an individual contributor and be able to work with a team.
Ability to prioritize and reprioritize and keep stakeholders updated with expectations.
Must be enthusiastic, action-oriented, capable of independently solving complex workflow problems, and able to communicate clearly and effectively to internal and external stakeholders.

Responsibilities

Maintain excellent professional relationships with clients and be actively involved in providing a positive customer service
Formulate long term client partnerships that deliver both financial and operational benefits for both organizations
Lead recurring client meetings and ensure that all follow-up items are addressed
Effectively interact with clients on regular and ad hoc basis
Build and develop revenue streams within our existing client base
Collaborate with other departments to resolve service delivery issues impacting contractual obligations
Maintain a detailed understanding of how products are configured for clients and understand cross-service system logic and functionality
Serve as primary point of contact for all client communication and oversight; own overall client satisfaction and proactively identify opportunities and work with management to optimize, retain and upsell business
Understand and maintain client health with respect to AR balance, account reconciliation, overdue revenue recovery, and invoice accuracy
Effectively communicate in a fast-paced, team-oriented environment with shifting priorities introduced through many mediums
Efficiently manage time and deadlines while balancing multiple priorities internally and externally
Oversee project campaign execution to ensure all requirements are met; document and measure project progress and communicate effectively both internally and externally
Review and approve the release of software changes and participate in UAT testing
Educate and guide new and existing clients on industry best practices
Onboard new clients or new products and proactively address areas where improvement is needed
Monitor and analyze client performance, recognize anomalies and raise awareness to management
Think critically, develop potential solutions, and effectively communicate to impacted parties
Review and deliver monthly settlement files and reporting to the client