Senior Client Support Specialist

3 months ago

Southampton, United Kingdom Verra Mobility Full time

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 Senior Client Support Specialist (CSS) will act as the primary day-to-day contact for Verra Mobility’s end-user clients; serve as the main communication link between the Operations Center, Account Management, and other Business Units that support the client throughout the life of the contract; and provide informed analysis and advocacy of program health and client satisfaction. The CSS conducts performance reviews and interprets client work flow data to make suggestions and recommendations that impact the success of the clients’ programs. This position independently consults and advises the clients on optimum course(s) of action which benefit the clients’ operating practices, while considering and balancing the resources, capabilities, and business needs of Verra Mobility.

Essential Responsibilities

 Reporting and Analytics Perform 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. Disseminate client performance metrics to appropriate stakeholders and decision makers. Stay up to date through continuing education and involvement with developing products and processes so that reporting and analytics remain timely and proactive. 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 Perform as an Expert Witness in local Courts as needed for citation hearings 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 to balance in order to make informed recommendations to appropriate stakeholders and decision makers. Collaborate and partner with internal departments and business units to facilitate the understanding of client requirements and to maximize client success. Respond to client requests in a timely manner and strategically orchestrate the fulfillment of such requests by coordinating with appropriate departments (i.e. video requests, data requests, document adjustments, etc.). Oversee coordination of client setup activities with other departments, insuring completion within deadlines. Maintain continued involvement in the day-to-day operations required for client programs as a knowledge resource and informed advisor, providing strategic orchestration for the necessary administrative tasks.

Qualifications

HS Diploma 5 years customer service experience Strong computer skills Ability to work well both independently and as part of a team. Adaptability Proficiency with data analysis and self-directed research. Ability to develop and maintain strong relationships. Strong communication and interpersonal skills with an ability to work cooperatively with cross function groups

Preferred

BA/BS in related discipline 2 years in account management or sales Proficiency with Microsoft Office and Business Intelligence software Familiarity with photo enforcement in general

Travel Requirements

There may be an expectation of some travel for client visits and conferences (approximately 10%).

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.

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