Senior Customer Success Account Manager

Who We Are

Verra Mobility Commercial Services is a global leader in smart mobility, creating smart roadways, serving the world’s largest commercial fleets and rental car companies to manage tolling transactions and violations for millions of vehicles around the world through connectivity with hundreds of tolling and issuing authorities.  

How We Work

As a future focused organization, we are looking for people who want to create relevant solutions today that will work tomorrow ensuring more people around the world reach their destination safely and easily.

Position Overview

As a Senior Account 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.

What you’ll do

• 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
• Successfully interact with third-party service providers
• 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
• Interact with clients to gather requirements for product feature changes
• Formulate and submit Product Charters for enhancement requests
• 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
• Collaborate with product and software teams to enhance existing product systems.
• Review and approve the release of software changes and participate in UAT testing
• Collaborate with data analytics team to create metrics packages and business review presentations.
• Present quarterly and annual business reviews to clients.
• Work with clients to pull, review, and analyze data.
• Understand product features and functions and how they interact with other products.
• Audit and review pricing and product configuration changes.
• Troubleshoot and analyze data and report product issues.
• 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
• Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Review and deliver monthly settlement files and reporting to the client

What we’re looking for

• Bachelor’s degree required.
• 3-5 years’ experience in a customer-facing environment, account management or similar role.
• Minimum 2 years Product Management, Product Owner, or Business Analysis experience required.
• 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.