Senior Director, Client Success (SAP experience with an Utility background required)

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.


VertexOne is seeking an experienced Senior Director, Client Success to lead strategic client relationships and operational performance for a portfolio of utility clients leveraging SAP-based managed services.

This role is accountable for client satisfaction, retention, SLA performance, and value realization across complex, mission critical environments including SAP IS U, billing, meter to cash, integrations, and 24x7 production support.

The Director, Client Success acts as the executive owner of the client relationship, serving as a trusted advisor while ensuring contractual adherence, service excellence, and disciplined governance across internal delivery teams and third party service providers. This role bridges relationship management, managed services delivery oversight, and financial accountability.


Essential Job Duties:

Client Leadership & Executive Relationship Management
• Own executive relationships for a portfolio of strategic utility clients using VertexOne SAP based solutions and managed services.
• Serve as the primary escalation point for critical client issues, outages, SLA breaches, and executive concerns.
• Lead and deliver Quarterly Business Reviews (QBRs) and steering committee presentations focused on outcomes, performance, risk, and roadmap alignment.
• Act as a trusted advisor to client executives across IT, Operations, Billing, Customer Care, and Finance.


Managed Services Oversight & SLA Accountability
• Provide senior leadership oversight for SAP Managed Services, including:
◦ 24x7 production support and monitoring
◦ Incident, problem, and change management
◦ Batch processing, billing operations, interfaces, and integrations
• Ensure adherence to contractual SLAs, including severity based response times, cure periods, and service credit implications.
• Review and analyze SLA metrics, root cause analyses, and recurring issues; drive corrective action plans in partnership with Delivery.
• Partner closely with Service Delivery Managers to ensure consistent execution, capacity planning, and quality outcomes.


Incident, Escalation & Operational Governance
• Participate in and lead client outage and emergency triage calls, ensuring timely communication, coordination, and resolution.
• Oversee Jira ticket governance, ensuring tickets are accurately prioritized, updated, and resolved in accordance with SLAs.
• Ensure weekly ticket audits, issue logs, and operational reporting are completed with discipline and transparency.
• Maintain governance cadences including weekly client calls, monthly operations reviews, and quarterly executive sessions.


Contract, Financial & Commercial Management
• Own contract adherence and performance obligations throughout the client lifecycle.
• Track and report monthly recurring revenue, managed services fees, change requests, and billable work in coordination with Finance.
• Oversee change requests (CRs) including scope definition, estimates, approvals, and execution governance.
• Partner with Sales on renewals, expansions, and upsell opportunities supported by demonstrated operational value.


Vendor & Partner Management
• Provide executive overs