Client Success Manager II (PST TimeZone)

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.


Overview of Role/Job Purpose: At VertexOne, helping utilities provide the best customer service experience is what we do. This is a very exciting time to be a part of VertexOne as our team is growing both in size, products, and the number of clients we support across North America. We are currently seeking a Client-centric, energetic, and highly-motivated individual to join our Client Success Team.
The Client Success Manager II (CSM) is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction, leading to renewals and growth opportunities. As a trusted advisor, the CSM will foster collaborative working relationships and provide daily oversight and support in a SaaS environment for new and existing clients who have one or multiple VertexOne product offerings. The CSM will be responsible for a portfolio of accounts across different time zones ranging in size, services, and complexity. The ideal candidate will be detail-oriented, able to interpret client contracts, deliver on KPIs, lead client initiatives, and identify areas for process improvement.
Essential Job Duties:
• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Work with clients to ensure they are finding value in our services.
• Serve as the primary contact for client inquiries, concerns, and escalations.
• Educate customers on the use and benefits of VertexOne products.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Participate in meetings with clients, vendors, partners, and internal teams.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Schedule and facilitate client operational and business leadership review meetings.
• Prepare and deliver executive business reviews with clients.
• Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner, asking clarifying questions to determine the correct source and impact of issues.
• Track and bill client revenue, reporting to Finance on a monthly basis.
• Track client SLAs to ensure adherence to contractual obligations.
• Manage VertexOne vendor partners as required when working on client projects or initiatives.
• Attend client outage/emergency triage calls, updating clients on status.
• Create and approve time tasks for projects.
• Review, monitor, and update client tickets on a daily basis.
• Work with sales to review and identify client contract renewals and upsell opportunities.
• Assist with department and product documentation.
• 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.
Required Skills/Qualifications:
• 5 years of experience working in account management role in the utility industry.
• 5 years of experience working in the utility industry, understanding the full meter-to-cash processes.
• 3 years+ of experience working with vendors managing products and services.
• 3 years+ of experien