Job Description

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.

The Vice President, VXcis Implementation is accountable for leading the functional implementation organization responsible for successful deployment of VertexOne’s VXcis solution across utility clients. This leader owns functional team capability, client experience, solution quality, and measurable business outcomes for a portfolio of complex implementation programs, while partnering closely with the SVP of Implementation, who owns implementation across all solutions and the PMO.
The role requires a business owner mindset: translating company strategy into clear team direction, building repeatable systems that scale, driving accountability through metrics, and partnering cross-functionally with Product, Sales, Customer Success, Technology, Finance, and Partners to deliver predictable, high-quality outcomes.
Essential Job Duties:
• Own end-to-end functional delivery across a portfolio of VXcis implementation projects, ensuring schedule, scope, quality, budget, and customer outcome commitments are met.
• Establish, evolve, and enforce a scalable functional implementation methodology, including discovery, requirements validation, configuration, testing support, training, go-live readiness, cutover, and hyper-care practices.
• Ensure consistent execution of functional workstreams, deliverables, quality gates, and decision points across projects of varying complexity.
• Proactively identify, assess, and resolve risks, issues, dependencies, and escalations before they impact client confidence or delivery commitments.
• Partner with project leadership to maintain executive-ready portfolio visibility, including project health, delivery trends, resource constraints, and action plans.
VXcis Functional Expertise and Solution Quality
• Serve as the senior functional implementation leader for VXcis, ensuring the team applies deep utility meter-to-cash, customer information, billing, rates, collections, payments, service orders, and operational process knowledge.
• Define what “good” looks like for functional design, configuration decisions, client workshops, testing support, training readiness, and operational handoff.
• Drive functional solution quality by reducing rework, improving requirements clarity, standardizing configuration practices, and ensuring alignment between client business needs and product capabilities.
• Escalate recurring product, configuration, data, integration, or process friction to Product and Technology with clear business impact, evidence, and recommended resolution paths.
• Promote disciplined documentation of functional decisions, assumptions, gaps, risks, and client commitments.
Customer Experience and Stakeholder Leadership
• Build and maintain trusted relationships with client executives and implementation stakeholders, particularly during complex decision points, escalations, and go-live readiness discussions.
• Ensure the functional implementation experience is clear, structured, and confidence-building for clients from kickoff through stabilization.
• Set expectations with clients regarding scope, responsibilities, decision timelines, change control, and readiness requirements.
• Partner with Customer Success to ensure clean transition from implementation to steady-state support, including knowledge transfer, open-item clarity, adoption risks, and relationship continuity.
• Represent VertexOne with credibility, transparency, and executive presence in client-facing forums.
Team Leadership, Talent Development, and Capacity Planning
• Lead, coach, and develop a high-performing team of functional implementation leaders, consultants, analysts, and subject matter experts.
• Create clarity around roles, responsibilities, decision rights, escalation paths, and performance expectations across the functional implementation organization.
• Build bench strength through coaching, succession planning, skills assessment, onboarding standards, and targeted development plans.
• Own functional resource planning in partnership with PMO and delivery leadership, balancing project demand, skill alignment, utilization, employee development, and delivery risk.
• Address performance issues promptly and fairly while recognizing and retaining high performers.
Cross-Functional Alignment and Business Ownership
• Partner with Sales and Pre-Sales to validate implementation assumptions, scope, estimates, staffing needs, and delivery risks before contract execution.
• Collaborate with Product and Technology to improve implementation efficiency, product usability, configuration patterns, defect resolution, and roadmap prioritization based on field evidence.
• Work with Finance and delivery leadership to understand project economics, margin drivers, resource cost, forecast accuracy, and change order opportunities.
• Support Partners+ or partner-enabled delivery models by defining functional standards, enablement expectations, quality controls, and governance routines.
• Lead through change with structure, communication, and measurable adoption of new processes, tools, automation, and operating models.
Coordination with the SVP of Implementation
• Partner with the SVP of Implementation to align VXcis functional delivery priorities with the broader enterprise implementation strategy across all solutions.
• Operate as the primary functional implementation owner for VXcis while ensuring methodology, governance, reporting, and delivery standards remain consistent with the SVP-owned PMO model.
• Provide the SVP with clear, timely visibility into VXcis portfolio health, functional risks, client escalations, resource constraints, delivery trends, and decisions requiring executive support.
• Collaborate with the SVP and PMO on project governance, delivery cadences, executive reporting, milestone tracking, risk management, and implementation playbook adoption.
• Work with the SVP to resolve cross-solution dependencies, competing resource demands, client prioritization decisions, and systemic delivery issues that require enterprise-level coordination.
• Bring functional delivery insights, client feedback, team capability gaps, and process improvement recommendations to the SVP to inform broader implementation strategy, tooling, partner enablement, and operating model decisions.
• Support a unified implementation leadership voice by aligning messaging, escalation paths, decision rights, and accountability expectations before communicating major changes to teams, clients, or cross-functional partners.
Required Skills/Qualifications
• 15+ years of progressive experience in enterprise software implementation, professional services, consulting, utility technology, or related delivery leadership roles.
• Demonstrated experience leading functional implementation teams for complex, configurable software platforms; utility CIS, billing, customer operations, or meter-to-cash experience strongly preferred.
• Experience building or improving implementation methodologies, delivery playbooks, quality gates, dashboards, and operating cadences.
• Track record of building high-performing teams, developing leaders, managing performance, and scaling delivery capability.
• Excellent executive communication skills, including the ability to simplify complex issues, influence decisions, and present clear recommendations.
• Bachelor’s degree in business, technology, operations, or a related field; equivalent experience considered. Advanced degree or relevant certifications are a plus.
Preferred Competencies and Behaviors
• Deep customer empathy paired with the discipline to manage scope, risk, and delivery commitments.
• Strong judgment under pressure, especially during escalations, go-live readiness decisions, and client expectation management.
• Ability to convert tribal knowledge into repeatable process, training, templates, and standards.
• Data-informed leadership style with comfort using metrics to diagnose performance, prioritize action, and communicate progress.
• Collaborative operating style that builds trust across departments while maintaining clear accountability.
• High attention to detail, especially in functional requirements, configuration decisions, status reporting, and client-facing commitments.
• Resilience, adaptability, and calm leadership through ambiguity, transformation, and aggressive timelines.

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.