Customer Service Manager (SAP Utilities) III

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.

Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees’ well-being—both physical and mental—is a top priority at VertexOne. That’s why we foster a 100% remote and flexible environment and encourage work-life balance.

VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.

Overview of Role/Job Purpose:
VertexOne is seeking a client centric, energetic, and highly motivated Client Success Manager (SAP Utlities) with deep experience in the utilities industry—specifically supporting SAP-based solutions.

The CSM serves as a trusted advisor to our utility clients, managing strategic relationships and ensuring clients receive maximum value from VertexOne’s SaaS offerings. This role oversees a portfolio of accounts leveraging SAP-based utility billing, meter-to-cash processes, and related customer engagement platforms. The ideal candidate will be detail-oriented, comfortable with contract interpretation, experienced in utilities operations, and capable of leading cross-functional initiatives that drive client satisfaction and retention.

Job Responsibilities Include:

• Manage assigned Client portfolio which will vary based upon Client size and complexity
• Ensure contractual compliance and adherence throughout the client lifecycle.
• Proactively identify opportunities to enhance customer satisfaction, strengthen client relationships, and increase solution adoption.
• Serve as primary contact for Client inquiries, concerns and escalations.
• Build relationships with executive sponsors and deliver leadership business reviews that align service delivery with client business objectives.
• Obtain, track and report on Client goals/business initiatives
• Develop and maintain account success plans, health assessments, risk mitigation plans, and renewal readiness strategies for assigned clients.
• Lead regular client operational reviews and facilitate discussions on service performance, risks, initiatives, and priorities.
• Identify opportunities for additional services, product adoption, and strategic initiatives that increase customer value and support retention objectives.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Lead and support client initiatives, projects, and enhancements with strong project management discipline.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and ensure timely and accurate ticket updates.
• Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner.
• Track monthly recurring revenue, billable activities, and contractual obligations for assigned accounts while partnering with Finance on reporting and invoicing activities.
• Monitor, report, and communicate service-level performance to ensure adherence to contractual commitments and client expectations.
• Manage VertexOne vendor partners as required when working on client projects or initiatives.
• Attend Client Outage/Emergency Triage Calls, updating Clients on status.
• Oversee timely and accurate time tracking
• Travel as required, within North Ameri…