Client Success Manager III (Must have a Utility/SAP Background)

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 Client Success Manager III (SAP) to manage client relationships and drive successful outcomes for a portfolio of utility clients leveraging SAP-based managed services.
This role is responsible for client satisfaction, retention, service performance, and value realization across complex utility environments, including SAP IS-U, billing, meter-to-cash operations, integrations, customer portals, and production support.
The CSM III serves as the primary point of contact for assigned clients and escalation contact for all SAP clients. This role would ensure the service delivery teams provide exceptional service so clients can achieve their business objectives. This role balances relationship management, operational governance, issue resolution, and growth support within a managed services environment.
The CSM III would also oversee 3rd party delivery teams to ensure they provide services according to client business needs and contractual requirements and manage the offshore CSM.


Essential Job Duties:

Client Relationship Management
• Manage a portfolio of strategic utility clients utilizing VertexOne SAP-based solutions and managed services.
• Build trusted advisor relationships with client stakeholders across IT, Operations, Billing, Customer Care, and Finance.
• Lead regular client governance meetings, including operational reviews, service reviews, and Quarterly Business Reviews (QBRs).
• Monitor client health, identify risks, and develop action plans to drive customer satisfaction and retention.
• Advocate for client needs internally while ensuring alignment with contractual commitments and service capabilities.


Service Delivery Coordination & SLA Management
• Lead support teams & 3rd parties to ensure effective delivery of SAP Managed Services, including:
◦ Production support and monitoring
◦ Incident, problem, and change management
◦ Billing operations, interfaces, batch processing, and integrations
• Monitor service performance against contractual SLAs and ensure timely communication of service-related issues.
• Review SLA metrics, client feedback, and operational trends to identify improvement opportunities.
• Coordinate corrective action plans and follow-up activities for recurring operational concerns.


Incident & Escalation Management
• Serve as a key client-facing escalation resource for service incidents, outages, and operational issues.
• Coordinate communication between clients and delivery teams during critical situations.
• Monitor ticket and issue management processes to ensure responsiveness and adherence to service commitments.
• Facilitate issue resolution and track action items through completion.
• Maintain visibility into client risks, escalations, and open concerns.
• Escalate risks impacting client satisfaction, service performance, or contractual obligations.


Account Governance
• Develop and maintain client success plans aligned to client business objectives.
• Conduct regular account reviews to assess risks, opportunities, and overall account health.
• Maintain accurate account documentation, action plans, and client records within Customer Success tools.<