Verra Mobility

Customer Success Manager

• Maintain excellent professional relationships with clients and be actively involved in providing a positive customer service
• Formulate long term client partnerships that deliver both financial and operational benefits for both organizations
• Lead recurring client meetings and ensure that all follow-up items are addressed
• Effectively interact with clients on regular and ad hoc basis
• Build and develop revenue streams within our existing client base
• Collaborate with other departments to resolve service delivery issues impacting contractual obligations
• Maintain a detailed understanding of how products are configured for clients and understand cross-service system logic and functionality
• Serve as primary point of contact for all client communication and oversight; own overall client satisfaction and proactively identify opportunities and work with management to optimize, retain and upsell business
• Understand and maintain client health with respect to AR balance, account reconciliation, overdue revenue recovery, and invoice accuracy
• Effectively communicate in a fast-paced, team-oriented environment with shifting priorities introduced through many mediums
• Efficiently manage time and deadlines while balancing multiple priorities internally and externally
• Oversee project campaign execution to ensure all requirements are met; document and measure project progress and communicate effectively both internally and externally
• Review and approve the release of software changes and participate in UAT testing
• Educate and guide new and existing clients on industry best practices
• Onboard new clients or new products and proactively address areas where improvement is needed
• Monitor and analyze client performance, recognize anomalies and raise awareness to management
• Think critically, develop potential solutions, and effectively communicate to impacted parties
• Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• Review and deliver monthly settlement files and reporting to the client

Client Success Manager

Operations

• Responsible for remote troubleshooting, site and roadside monitoring and general uptime for devices managed by the VCC.
• Dedicate to keeping clients roadside network devices online and operating at peak efficiency.
• Demonstrate drive to find work, seek out problems and ensure Ops techs are meeting standards and expectations.
• Work on difficult and complex issues, find technical solutions for undefined issues.
• Be a key or lead member of the dynamic response team.
• Adapt role and responsibility with the needs of the unit or area assigned to.

Senior Operations Technician

• Ensure compliance with company policies and regulatory requirements.
• Maintain accurate and detailed records of all account documentation.
• Communicate effectively with advisors to resolve any discrepancies or issues.
• Coordinate with the VCC Support teams, including Manager, Supervisors, and technicians in daily activities for remote technical support verifications, downtime reporting, and verification and tracking of remote equipment.
• Maintain VCCs documentation and databases with meticulous dedication to ensure our records are accurate and up to date.
• Ability to work all shifts in a 7x24x365 environment including rotating on call coverage
• Review of existing Red-Light Camera locations, including still images and video (pre and post process) to ensure the equipment is working properly and captured images are of the highest quality
• Ability to work in a fast-paced operational environment.
• Ability to work independently with minimal supervision.
• Ability to manage multiple tasks on time, including ticket administration, communications, and follow up activities.
• Ability to learn in an 'on-the-job' training environment.
• Participates in planning, daily stand-ups, backlogs sessions.
• Performs other duties and/or special projects as assigned.
• Identifies areas of opportunity to improve our service offering.
• Adhere to customer-specific procedures and Service Level Agreements (SLA) as well as team KPI’s.
• Ability and willingness to learn new things, particularly new technology.
• Provide expert work order management through driving, following up and closure of assigned trouble tickets.

Operations Technician I

Customer Support

• Provide information and services to rental car customers for any tolls or violations incurred during their rental
• Provides customers with a one-stop resolution and education on products and services
• Providing account information and/or status
• Solving product or service-related problems
• Processing payments
• Displays positive, professional and empathetic customer-focused approach
• Utilizes tools and online resource materials to be confident and competent in the delivery of accurate information while navigating through multiple computer applications proficiently
• Develops and maintains product, process and technical knowledge related to services
• Exhibits effective communication skills tailored to the audience
• Is able to document customer interactions in a clear and concise manner

Senior Customer Care Specialist

• Develops and motivates employees by means of strong communication, timely feedback, valuable coaching, and well-written and meaningful performance reviews.
• Manages day-to-day business operations by monitoring current inventory levels and future forecasts to ensure adequate staffing to meet or exceed customer-specific SLA requirements.
• Actively identifies ways to continually create a work environment where employees feel highly valued and engaged.
• Conducts regular 1-on-1 sessions with each employee while also regularly communicating with their team via ongoing staff meetings and/or team huddles.
• Works with leader and Human Resources to address any sensitive employee performance and/or behavior issues in a very timely manner.
• Tracking attendance and tardiness; provides progressive discipline for attendance, performance, and/or behavior issues.
• Develops and continually strengthens working relationships with other internal departments, customers, and third-party vendors.
• Serves as a change-agent in helping to implement process and/or organizational change efforts across the department.
• Independently engages in service recovery activities by addressing escalated customer issues either in person, over the phone, or via email communications.
• Grows a strong understanding of the tasks and responsibilities of their direct reports and is capable of assisting in these tasks weekly, including but not limited to: Data Entry, Mailroom, and Evidence Package support.
• Perform other duties as assigned.

Operations Supervisor

People Operations

• Define talent problems and hypothesize, test and build solutions
• Work agilely on more temporary project assignments and can be redeployed based on need
• Work closely with employees and managers and with COE teams who provide deep HR expertise
• Address employees’ and managers’ most urgent needs supporting higher level responsibilities
• Provide unique value to the team with understanding of the business
• Demonstrate high agility by embracing innovative ideas and collaborating within HR and the organization
• Tailor communication based on audience
• Project management
• Process creation and ownership for Talent management, Employee Relations, Employee Experience, L&D, Total rewards

Senior People Solutions Partner

Manager

• Lead end-to-end government contracting activities from RFP/bid through award, execution, and contract closeout in accordance with applicable regulations.
• Review and advise on RFPs, bids, contract offers, awards, amendments, and related documents.
• Ensure compliance with all applicable federal, state, and local laws, regulations, and company policies.
• Draft, review, and negotiate government contracts, subcontracts, amendments, and statements of work.
• Analyze contract terms, identify risks, and propose mitigation strategies aligned with company standards.
• Track active contracts, renewals, deliverables, and expirations to ensure proper contract administration.
• Ensure alignment between contract terms, invoicing, and operational execution.
• Develop, maintain, and improve contract templates, playbooks, clause libraries, and negotiation frameworks.
• Identify inefficiencies in the contract lifecycle and implement process improvements to reduce cycle time and manual effort.
• Leverage contract lifecycle management (CLM) systems and workflow tools to streamline contract intake, review, and approval processes.
• Design and support AI-enabled workflows and automation to improve contract drafting and analysis.
• Ensure technology-enabled outputs align with regulatory requirements and company risk tolerance.
• Partner with cross-functional teams to support government sales and contracting strategies.
• Train stakeholders on government contracting requirements, contract processes, and tools.
• Track and report on contract metrics including cycle time, compliance, and process adoption.
• Communicate contract status, risks, and performance updates to leadership and stakeholders.

Client Success Manager

Client Success Manager

Senior Operations Technician

Operations Technician I

Senior Customer Care Specialist

Operations Supervisor

Senior People Solutions Partner

Contracts Optimization Manager