Client Success Manager III - SAP Background required - India location

SAP Client Success Manager III (CSM III) 

Role Overview

VertexOne is seeking an experiencedClient Success Manager III (CSM III) to manage client relationships and drive successful outcomes for a portfolio of utility clients leveraging SAP-based managed services. This role is responsible for client satisfaction, retention, service performance, and value realization across complex utility environments, including SAP IS-U, billing, meter-to-cash operations, integrations, customer portals, and production support.

The CSM III serves as the primary point of contact for assigned clients and escalation contact for all SAP clients. This role would ensure the service delivery teams provide exceptional service so clients can achieve their business objectives. This role balances relationship management, operational governance, issue resolution, and growth support within a managed services environment.

The CSM III would also oversee 3rd party delivery teams to ensure they provide services according to client business needs and contractual requirements and manage the offshore CSM.

Key Responsibilities

Client Relationship Management

• Manage a portfolio of strategic utility clients utilizing VertexOne SAP-based solutions and managed services.
• Build trusted advisor relationships with client stakeholders across IT, Operations, Billing, Customer Care, and Finance.
• Lead regular client governance meetings, including operational reviews, service reviews, and Quarterly Business Reviews (QBRs).
• Monitor client health, identify risks, and develop action plans to drive customer satisfaction and retention.
• Advocate for client needs internally while ensuring alignment with contractual commitments and service capabilities.

Service Delivery Coordination & SLA Management

• Lead support teams & 3rd parties to ensure effective delivery of SAP Managed Services, including:
• • Production support and monitoring
  • Incident, problem, and change management
  • Billing operations, interfaces, batch processing, and integrations
• Monitor service performance against contractual SLAs and ensure timely communication of service-related issues.
• Review SLA metrics, client feedback, and operational trends to identify improvement opportunities.
• Coordinate corrective action plans and follow-up activities for recurring operational concerns.

Incident & Escalation Management

• Serve as a key client-facing escalation resource for service incidents, outages, and operational issues.
• Coordinate communication between clients and delivery teams during critical situations.
• Monitor ticket and issue management processes to ensure responsiveness and adherence to service commitments.
• Facilitate issue resolution and track action items through completion.
• Maintain visibility into client risks, escalations, and open concerns.
• Escalate risks impacting client satisfaction, service performance, or contractual obligations.

Account Governance  

• Develop and maintain client success plans aligned to client business objectives.
• Conduct regular account reviews to assess risks, opportunities, and overall account health.
• Maintain accurate account documentation, action plans, and client records within Customer Success tools.
• Assist in the development and coordination of change requests, including scope clarification, client communication, and implementation tracking.
• Promote adherence to change management processes and operational controls.

Continuous Improvement

• Partner with internal teams & 3rd parties to improve operational processes, service quality, and customer experience.
• Share best practices and lessons learned across the Client Success team.

Required Qualifications

• 5–8+ years of experience in Customer Success, Account Management, Client Services, or Service Delivery.
• 5+ years supporting utility clients with knowledge of SAP IS-U, utility billing, meter-to-cash processes, and customer operations.
• Experience working within SAP-based environments, including SAP IS-U, FICA, Billing, Device Management, or related utility applications.
• Strong understanding of managed services delivery, service-level agreements, and operational support models.
• Experience managing complex customer relationships and resolving escalated issues.
• Ability to coordinate cross-functional teams and drive successful customer outcomes.
• Strong communication, presentation, and relationship-building skills.
• Proficiency with Microsoft Office applications, customer success platforms, and reporting tools.

Preferred Qualifications

• Experience supporting SaaS or cloud-based utility platforms.
• Familiarity with SAP Basis, integrations, batch processing, and utility technology ecosystems.
• Exposure to ITIL practices, incident management, and service management frameworks.
• Experience supporting 24x7 production environments.
• SAP Utilities experience with strong functional knowledge across core IS-U modules.