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

What VertexOne has to offer:

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs)
• 401K match
• Flexible PTO
• Employee recognition platform with monetary rewards
• 100% Remote work environment
• Initial work from home stipend
• Leadership/Coaching training programs
• Free access to Bizlibrary for unlimited professional development
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Health and wellbeing programs
• Paid parental leave
• Employee bonus referral program
• Employee Discount Program

About VertexOne:

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers.

With over 30 years of experience and more than 350 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer.

From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer:
VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law.

VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.