Strategic Client Success Manager

Verra Mobility • California_Remote, CA

4d

About The Position

The Strategic Client Success Manager supports assigned customers across administrative, customer experience, executive services, and operational functions. The role develops efficient administrative systems, maintains accurate records, monitors document management and information security practices, and tracks and helps resolve IT/SNOW or similar incident-management tickets. It also reports Voice of the Customer updates, issues, concerns, and projects to the Service Enablement Leader and/or department.

The manager designs and implements strategies to improve customer experience and satisfaction, analyzes feedback and performance data, and works with other departments to address customer needs. The role resolves complex customer issues, supports the handover from implementation to Operations and Maintenance, and serves as the primary customer contact during that phase. It ensures contract and service-level adherence, maintains stakeholder relationships, and works toward assigned-customer revenue and margin targets.

The position also prepares materials and insights for executive and departmental meetings, facilitates customer interaction with Sales and Product Teams, and submits client change requests for evaluation. Operational duties include improving daily processes, supporting audits and hearings, overseeing invoicing, facilitating contract renewals, monitoring applicable legal and regulatory changes, and collaborating across departments to resolve operational challenges. Travel to client locations, including overnight stays when necessary, may be required. Candidates must pass a NLETS background check.

Requirements

• 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, including Excel, Word, and PowerBI.
• Willingness to travel to client locations as required, including overnight stays if necessary.
• Must pass a NLETS background check.
• Work in alignment with Verra Mobility’s stated core values: Own It, Do What’s Right, Choose Courage Over Comfort, and Win Together.

Responsibilities

• Develop and implement administrative systems and processes to streamline day-to-day operations.
• Maintain accurate, timely administrative documentation and comprehensive records; monitor document management, data accuracy, and information security practices.
• Open, check, report, and help resolve IT/SNOW or similar incident-management problem tickets.
• Report Voice of the Customer updates, issues, concerns, and projects to the Service Enablement Leader and/or department.
• Design and execute strategies to enhance customer experience and satisfaction.
• Analyze customer feedback, service metrics, and performance data to identify trends and improvement opportunities.
• Collaborate with departments to develop and implement initiatives that address customer needs and expectations.
• Promote a customer-centric culture and ensure customer interactions meet high standards.
• Address and resolve complex customer issues and complaints with empathy and efficiency.
• Assist the Client Implementation Team with handover to Operations and Maintenance, and attend assigned-customer implementation meetings.
• Serve as the primary customer contact during the Operations and Maintenance phase of contracts.
• Ensure adherence to business rules, contract requirements, and service levels.
• Manage communication and relationships with internal and external stakeholders.
• Meet and exceed assigned-customer Annual Operating Plan revenue and margin targets through strategic initiatives, cross-functional work, and performance monitoring.
• Prepare and review accurate, clear reports, presentations, and other materials for executive and departmental meetings.
• Support strategic planning and decision-making for assigned customers with relevant insights and recommendations.
• Facilitate regular customer interaction with Sales and Product Teams.
• Prepare and submit client change requests to Product Intake and/or the BRQ team for evaluation and prioritization.
• Oversee and optimize daily operational processes in alignment with organizational goals.
• Assist with quality, accuracy, and compliance audits.
• Oversee invoice preparation, review, and approval.
• Ensure renewal of assigned contracts, including timely exercise of contract option years, and assist the Global Bid Team as required.
• Provide support for court and administrative hearings as required.
• Stay informed about changes to applicable laws and regulations affecting assigned customers.
• Collaborate across departments to streamline workflows, improve communication, and resolve operational challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager