Director, Account Management

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:

The Director of Customer Success is responsible for managing key client relationships, being the primary contact to the customer, and interfacing with internal departments to ensure client needs are met accurately and promptly.

What you'll do

• Strengthen long-term client partnerships that deliver both financial and operational benefits for both organizations.
• Build and maintain excellent professional relationship with clients, at all levels including C-Suite. Be actively involved in providing a positive customer service.
• Primary point of contact for all client communication and oversight; owns overall client satisfaction and proactively identifies opportunities and works with management to optimize, retain and upsell business
• Manage the ongoing support to customers ensuring optimum and effective use of Verra Mobility products
  • Monitor product performance and associated support needs and identifies opportunities for upselling or to modify products to meet customers’ needs
  • Lead solution development (Programs and pricing)
• Identify and drive changes to products and services:
  • Work with the Customer Insights team to identify opportunities to increase revenue or reduce costs
  • Pitch ideas to clients and work with Product to gather requirements for drive product improvements
  • Assume a lead role and works closely with Product Development, IT, Operations Marketing, Finance. Business Development
• Directly lead recurring client meetings and ensure that all follow-up items are addressed
• Collaborate with other departments to resolve service delivery issues impacting service delivery and contractual obligations
• Maintain a detailed understanding of how products are configured for clients and understand cross service system logic and functionality.
• Maintain a detailed understanding of contractual obligations and ensure that Verra Mobility to adhering to terms and conditions
• Develop a detailed client account plan that outlines both current and future service streams with clear actions aligned to the execution of the plan and growth of the client.
• Effectively communicate in a fast paced, team-oriented environment; function as a liaison between client and Verra Mobility.
• Manage time and deadlines while balancing multiple priorities internally and externally
• Adept at synthesizing findings and identifying actions that will yield customer value
• Ensure the timely and successful delivery of solutions based on customer needs and objectives
• Forecast and track key account metrics (leading and lagging indicators)
• Meet with customers as needed to deliver customized solution presentations. Deliver business reviews on a quarterly basis.
• Prepares a variety of reports, metrics and analysis with regard to customer toll and violations
• Work with Marketing to ensure marketing materials are effective and sales goals are met

What we're looking for

• Education and Experience:
  • A 4-year University degree (BA/BS) from a regionally accredited college/university in a related degree
  • An equivalent combination of college education and experience may be substituted upon supervisor’s approval
  • A total of 10 years related work experience in account management, client services, sales/marketing, product management, business analysis or similar

Knowledge, Skills and Abilities

• Project & Product management
• Financial acumen
• Strong presentation skills
• Ability to cope with changing and competing priorities effectively and to focus on the most important initiatives
• Ability to build strong relationships among internal and external customers
• Ability to understand customer trends and provide feedback and information
  • Ability to cope with changing and competing priorities effectively and to focus on the most important initiatives
• Good communications and interpersonal skills
• Ability to prepare and effectively deliver internal and external presentations at all levels of an organization
• Strong analytical, critical thinking and modeling skills
• Must have expertise in Verra Mobility suite of services and products
• Ability to work well with employees
• Microsoft Office proficiency
• Adept at synthesizing findings and identifying actions that will yield customer upselling opportunities
• Proficient and accurate reporting on all applicable initiatives
• Ability to create/maintain dashboards/reports for tracking performance and key business metrics
• Ability to seek out trends and patterns across large sets of data from multiple sources
• Ability to thrive in a dynamic and time sensitive environment professionally and effectively
• Results oriented with a strong customer orientation
• Conversant with current and emerging product capabilities and competitive strengths and weaknesses

Other relevant experience (desired)

• Tolling experience
• Rental car experience

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.
• Lead with Grace. We express humility and compassion, and we are authentic and candid. Our employees demonstrate self-awareness, care for others, instill trust, and communicate effectively.
• 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.

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

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.