Manager, Customer Support

 

 

Who we are...

Verra Mobility is a global leader in smart mobility. We develop technology-enabled solutions that help the world move safely and easily. We are fostering the development of safe cities, working with police departments and municipalities to install over 4,000 red-light, speed, and school bus stop arm safety cameras across North America. We are also creating smart roadways, serving the world's largest commercial fleets and rental car companies to manage tolling transactions and violations for over 8.5 million vehicles. And we are a leading provider of connected systems, processing nearly 165 million transactions each year across 50+ individual tolling authorities. 

 

Culture 

 

Verra Mobility Corporation is a rapidly-growing, entrepreneurial company that operates with a people-first philosophy and approach. The company lives by its core values—Do What’s Right, Lead with Grace, Win Together, and Own It—in everything it does for its customers and team members. The company seeks to grow aggressively, both organically and through acquisition, to continue to be the undisputed market leader with these five core competencies: bias for action, customer focus, teamwork, drive for results, and commitment to excellence.

Position Overview

The Client Support Specialist (CSS) - Manager will manage the CSS team responsible for day-to-day operational and performance support of Verra Mobility Government Solutions clients in North America.  In this role, the Manager will supervise the team; establish Standard Operating Procedures (SOPs), Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) for CSS work; measure, evaluate and report on performance to the SOPs, KPIs and OKRs; and coordinate cross-functional support and communication, with the goal of ensuring a high-level of client satisfaction and meeting and/or exceeding required service levels. This leader will make sure that her/his organization act as the first line of defense for all operational queries/issues after sales engagement is completed, the CSS team will coordinate with all VM teams including sales, finance, billing, services to streamline customer issue resolution. This leader will direct the NA CSS team on how to best help customers and implementing customer service policies and procedures to enhance customer satisfaction. This position will directly report to the VP of Global Operations – Service Enablement and will be part of a strong customer centric organization where a solution approach and teamwork are a critical attribute of their success.

Essential Responsibilities:

​Reporting and Analytics 

• ​Working in conjunction with the Business Improvement Manager to ensure regular review of Program Health metrics for all Clients to identify areas of concern or opportunities for optimization and report out to appropriate stakeholders and/or decision makers with results and recommendations. 
• ​In partnership with appropriate stakeholders and decision makers, recommend and develop standard business reports and/or dashboards that present critical client information. 
• ​Effectively communicate project details to team members to align solutions align to client expectations.  

Client Relationships 

• ​Build effective client relationships and proactively engage the client to maintain alignment on critical client goals and needs. 
• ​Proactively identify potential client issues and engage internal stakeholders, departments, and/or business leaders to address and resolve issues. 
• ​Provide informed advice and recommendations to appropriate stakeholders and decision makers based on relationship levels and knowledge of business, products, and processes. 
• ​Gather information on relevant history, culture, economic environment, and politics through personal contacts, social media, and other sources in order to make informed decisions. 
• ​Escalate client issues and concerns in a timely manner to appropriate stakeholders and/or decision makers. 
• ​Provide guidance and/or facilitate training as needed for new staff, new products, and/or new processes. 

Operations 

• ​Disseminate client requirements to appropriate stakeholders and departments (i.e. Processing, Call Center, Affidavits, Solution Services, etc.), and act as a knowledge resource to maximize success in these areas. Provide coaching where necessary. 
• ​Understand internal business practices, client requirements, and how the two balance in order to make informed recommendations to appropriate stakeholders and decision makers. 
• ​Collaborate and partner with internal departments and business units to facilitat