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