Customer Service Manager (SAP Utilities) III

 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 America, to Client locations or VertexOne company events. 

• Available to work extended hours or weekends, if needed, for Client project work, maintenance, outages or emergencies 

  Required Skills:

• 7+ years’ experience working in Account Management 

• 3+ years of experience managing client contracts, service-level agreements (SLAs), and customer commitment 

• Experience in utilities industry, ideally with meter‑to‑cash operations.  

• Working knowledge of SAP utility solutions including SAP IS-U, SAP CCS, meter-to-cash processes, customer service, billing, and related utility operations. 

• Experience managing third-party vendors, service providers, and strategic partners supporting customer initiatives. 

• Extremely organized, detail-oriented with strong time-management skills 

• Ability to manage and organize multiple clients and priorities 

• Experience presenting operational metrics, service performance, and business outcomes to executive stakeholders. 

• Advanced proficiency with Microsoft Office Suite, including Excel, PowerPoint, Teams, and SharePoint. 

• Excellent communication skills (written and oral) and organization skills 

• Ability to effectively communicate and influence stakeholders at all organizational levels, including executive leadership, both internally and externally. 

• Ability to work remotely and with other teams effectively