Verra Mobility
Client Success Manager
- Compensation
- Not disclosed
- Location
- Connecticut_Remote; New York_Remote
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Customer success
- Posted
Must have
- Bachelor's degree preferred, or an equivalent combination of education, training and experience is required.
- 3-5 years' experience in a client-facing environment, account management or similar role.
- Experience working with government agencies, municipalities, public sector clients, or regulated industries strongly preferred
- Strong understanding of customer contracts, compliance requirements, and applicable legislation within a client service environment preferred
- Demonstrated ability to build trusted client relationships, drive client satisfaction and retention, and identify opportunities for account growth and operational improvement
- Proven ability to manage escalated client concerns, navigate difficult conversations, and drive issue resolution with professionalism, urgency, and sound judgment
- Ability to successfully guide clients through operational and system-related changes, including implementations, process improvements, software enhancements, and transitions
- Strong analytical, organizational, and problem-solving skills with the ability to assess complex situations, interpret data, identify risks, and develop effective solutions
- Excellent verbal and written communication skills with the ability to effectively communicate across all levels of internal and external stakeholders, including executive leadership and government rep
- Experience gathering, documenting, and communicating business and client requirements to cross-functional internal teams
- Ability to manage multiple priorities, adapt to shifting business needs, and maintain accountability in a fast-paced environment
- Self-motivated and action-oriented with the ability to work independently while also collaborating effectively within cross-functional teams
- Strong technical aptitude with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with CRM or client management platforms preferred
Full description
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What you'll do
- Build and maintain strong client relationships by serving as the primary point of contact and trusted advisor for all client communication, support, and strategic partnership needs
- Lead recurring client meetings, manage follow-up actions, and proactively identify opportunities to improve client satisfaction, retention, and account growth
- Develop long-term client partnerships that deliver operational and financial value while identifying opportunities to optimize, retain, and expand business within existing accounts
- Collaborate cross-functionally with Operations, Product, Finance, IT, and other internal teams to resolve service delivery issues, support contractual obligations, and ensure successful client outcomes
- Maintain a strong understanding of product configurations, system functionality, and cross-service workflows in order to effectively support clients and troubleshoot issues
- Oversee client onboarding, implementations, project execution, software releases, and UAT activities to ensure requirements are met and changes are successfully deployed
- Monitor client performance, analyze operational and financial data, identify trends or anomalies, and communicate risks, recommendations, and resolutions to internal and external stakeholders
- Support client account health through oversight of reporting, account reconciliation, invoice accuracy, overdue revenue recovery, and monthly settlement deliverables
- Educate and guide clients on product capabilities, operational processes, and industry best practices to drive adoption and long-term success
- Manage multiple priorities in a fast-paced environment while demonstrating strong organizational skills, critical thinking, communication, and problem-solving abilities
- Maintain knowledge of applicable legislation, regulatory requirements, and client contracts to support compliance and operational success
- Willingness and ability to travel up to 30–50% as needed for client meetings, onsite support, implementations, industry conferences, and relationship management activities.
What we're looking for
- Bachelor's degree preferred, or an equivalent combination of education, training and experience is required.
- 3-5 years' experience in a client-facing environment, account management or similar role.
- Experience working with government agencies, municipalities, public sector clients, or regulated industries strongly preferred
- Strong understanding of customer contracts, compliance requirements, and applicable legislation within a client service environment preferred