Strategic Client Success Manager

Verra Mobility Corporation; Los Angeles (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Verra Mobility Corporation in Los Angeles seeks an experienced Program Manager to lead administrative programs and drive operational excellence across departments. You will implement systems, ensure documentation accuracy, and manage customer-facing processes with a focus on service quality.

The role requires a bachelor’s degree in a related field, extensive program management experience, and strong communication skills.

Qualifications

• Bachelor’s degree in business administration, management, or related field.
• Extensive program management or executive administration experience.
• Proven track record in improving customer experience and operations.
• Excellent organizational and communication skills.
• Willingness to travel to client locations as required.
• Must pass a NLETS background check.

Responsibilities

• Develop and implement administrative systems to streamline operations.
• Document administrative activities and maintain records.
• Monitor document management, data accuracy, and information security.
• Serve as primary point of contact for customers during operations and maintenance.
• Collaborate with departments to improve workflows and performance metrics.
• Prepare reports for executive meetings.
• Oversee invoicing and contract renewal processes.

Skills

Program management

Executive administration

Customer experience

Organizational skills

Communication

Travel flexibility

Education

Bachelor’s degree in business administration, management, or related field

Tools

Microsoft Excel

Microsoft Word

Power BI

Job description

• 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 out updates, issues/concerns, and any ongoing projects related to Voice of the Customer to the Service Enablement Leader and/or Department.


• Design and execute comprehensive strategies aimed at enhancing the overall customer experience and satisfaction.


• Conduct regular analyses of customer feedback, service metrics, and performance data to identify trends and areas for improvement.


• Collaborate with various departments to develop and implement initiatives that address customer needs and expectations.


• Create and help maintain a customer-centric culture across the organization, ensuring that all interactions meet high standards of excellence.


• Address and resolve complex customer issues and complaints with empathy and efficiency, aiming to turn challenges into opportunities for improvement.


• Assists the Client Implementation Team with efficient handover from implementation to Operations and Maintenance phase of contracts. Expected to attend all Client Implementation meetings for assigned customers.


• Serves as the Primary Point of Contact for customers during the Operations and Maintenance phase of contracts.


• Ensures adherence to business rules and ongoing delivery of all contract requirements and services levels.


• Serve as a primary point of contact for internal and external stakeholders, ensuring clear communication and effective relationship management.


• Consistently meet and exceed the Annual Operating Plan (AOP) revenue and margin targets for assigned customers through the implementation of strategic initiatives, collaborative and cross-functional work, and effective performance monitoring.


• Prepare and review reports, presentations, and other materials for executive and departmental meetings, ensuring accuracy and clarity.


• Assist in strategic planning and decision-making processes for assigned customers by providing relevant insights and recommendations.


• Facilitate regular customer interaction with Sales and Product Teams.


• Prepare and submit client change requests to Product Intake and/or BRQ team for evaluation and prioritization.


• Oversee and optimize daily operational processes to ensure alignment with organizational goals and objectives.


• Assist with quality, accuracy and compliance audits.


• Oversee the invoicing process, including preparation, review and approval of invoices to maintain financial integrity.


• Ensure the renewal of assigned contracts, including timely exercise of contract option years and assisting the Global Bid Team as required.


• Provide support for court and administrative hearings as required.


• Stay updated on changes to applicable laws and regulations impacting assigned customers.


• Collaborate with various departments to streamline workflows, improve communication, and resolve operational challenges.

Qualifications

• 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 (Excel, Word, PowerBI)


• Willingness to travel to client locations as required (including overnight stays if necessary).


• Required to pass a NLETS background check

Verra Mobility Values

An ideal candidate for this role naturally works in alignment with the Verra Mobility Core Values:

• Own It.We focus on high performance and drive toward breakthrough outcomes. Our employees ensure accountability, optimize and align work, focus on the customer, and cultivate innovation.


• Do What’s Right.We champion integrity and good character. Our team members model ethical behavior, demonstrate good judgment and are courageous.


• Choose Courage Over Comfort. We lean into the conversations, decisions and actions that move the business forward, even when they feel uncomfortable. We challenge assumptions, address issues early and prioritize progress over ease.


• Win Together. We believe in growing and inspiring people together. We seek people who collaborate, value differences, think and act globally, foster an engaging work environment, and recognize and develop others.

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Verra Mobility is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Verra Mobility’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A \"recently separated veteran\" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.