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.

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.
• Assist in the development and coordination of change requests, including scope clarification, client communication, and implementation tracking.
• Promote adherence to change management processes and operational controls.

Continuous Improvement
• Partner with internal teams & 3rd parties to improve operational processes, service quality, and customer experience.
• Share best practices and lessons learned across the Client Success team.

Required Skills/ Qualifications
• 5–8+ years of experience in Customer Success, Account Management, Client Services, or Service Delivery.
• 5+ years supporting utility clients with knowledge of SAP IS-U, utility billing, meter-to-cash processes, and customer operations.
• Experience working within SAP-based environments, including SAP IS-U, FICA, Billing, Device Management, or related utility applications.
• Strong understanding of managed services delivery, service-level agreements, and operational support models.
• Experience managing complex customer relationships and resolving escalated issues.
• Ability to coordinate cross-functional teams and drive successful customer outcomes.
• Strong communication, presentation, and relationship-building skills.
• Proficiency with Microsoft Office applications, customer success platforms, and reporting tools.

Preferred Qualifications
• Experience supporting SaaS or cloud-based utility platforms.
• Familiarity with SAP Basis, integrations, batch processing, and utility technology ecosystems.
• Exposure to ITIL practices, incident management, and service management frameworks.
• Experience supporting 24x7 production environments.
• SAP Utilities experience with strong functional knowledge across core IS-U modules.

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.