Strategic Client Success Architect

Verra Mobility Corporation; California; Hybrid; USD 90,000 - 150,000; Full time

Job summary

Verra Mobility Corporation is seeking a seasoned Program Manager/Executive Administrator to streamline operations and improve customer experience. The role emphasizes systematizing administrative processes, ensuring accurate records, and driving initiatives with cross-functional teams.

The candidate will oversee incident management, contract administration, and client communications while maintaining compliance and supporting strategic planning. Travel to client sites is expected.

Qualifications

• Bachelor’s degree in business administration, management, or related field.
• Extensive experience in program management, executive administration, or similar role with proven 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.
• Must pass a NLETS background check.

Responsibilities

• 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 updates, issues/concerns, and ongoing projects related to Voice of the Customer to the Service Enablement Leader and/or Department.
• Design and execute strategies to enhance customer experience and satisfaction.
• Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and improvement areas.
• Collaborate with departments to develop initiatives addressing customer needs.
• Create and maintain a customer-centric culture across the organization with high interaction standards.
• Address and resolve complex customer issues with empathy and efficiency.
• Assist the Client Implementation Team with handover from implementation to Operations and Maintenance phases.
• Serve as the primary point of contact for customers during Operations and Maintenance.
• Ensure adherence to business rules and service levels for contracts.
• Provide clear communication and relationship management with internal and external stakeholders.
• Meet and exceed annual revenue and margin targets through strategic initiatives and cross-functional collaboration.
• Prepare and review reports, presentations for executive meetings, ensuring accuracy and clarity.
• Assist in strategic planning and decision-making for assigned customers with insights and recommendations.
• Facilitate regular customer interaction with Sales and Product Teams.
• Prepare and submit client change requests for evaluation and prioritization.
• Oversee and optimize daily operations to align with goals.
• Assist with quality, accuracy, and compliance audits.
• Oversee invoicing processes, including preparation, review, and approval of invoices.
• Ensure renewal of assigned contracts and assist Global Bid Team as required.
• Provide support for court and administrative hearings when required.
• Stay updated on laws and regulations affecting clients.
• Collaborate to streamline workflows and resolve operational challenges.

Skills

Program management

Executive administration

Customer experience improvement

Organizational communication

Education

Bachelor’s degree in business administration or management

Tools

Microsoft Office (Excel, Word, PowerBI)

Job description

Verra Mobility Corporation is seeking a seasoned Program Manager/Executive Administrator to streamline operations and improve customer experience. The role emphasizes systematizing administrative processes, ensuring accurate records, and driving initiatives with cross-functional teams.

The candidate will oversee incident management, contract administration, and client communications while maintaining compliance and supporting strategic planning. Travel to client sites is expected.