Customer Service Manager (SAP Utilities) III

VertexOne; United States; Remote; USD 110,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401K match

Flexible PTO

Remote work environment

Work-from-home stipend

Professional development

Job summary

VertexOne seeks a Client Success Manager (SAP Utilities) to oversee a portfolio of utility clients and ensure maximum value from VertexOne’s SaaS offerings. You will manage contracts, SLAs, and cross-functional initiatives to drive retention and expansion.

You will engage executive sponsors, track goals, and lead reviews that align service delivery with client objectives, all within a 100% remote work environment supporting North American clients.

Qualifications

• 7+ years’ experience in Account Management.
• 3+ years managing client contracts and SLAs.
• Experience in utilities industry, meters-to-cash preferred.
• Proficient with SAP utility solutions (IS-U, CCS).
• Experience managing third-party vendors and strategic partners.
• Strong organization and time-management skills.
• Proven ability to present metrics to executives.
• Proficient with Microsoft Office suite.

Responsibilities

• Manage assigned client portfolio based on size and complexity.
• Ensure contractual compliance and lifecycle adherence.
• Identify opportunities to enhance satisfaction and adoption.
• Serve as primary client contact for inquiries and escalations.
• Build relationships with executive sponsors and deliver reviews.
• Develop and maintain account success plans and renewal strategies.
• Lead client reviews on service performance and priorities.
• Identify opportunities for additional services and product adoption.
• Coordinate cross-functional initiatives to drive retention and value.
• Oversee timely time tracking and reporting to Finance and clients.
• Travel to client locations within North America as needed.

Skills

Account management

Contract management

Utilities industry knowledge

SAP IS-U knowledge

SAP CCS knowledge

Vendor management

Executive stakeholder communication

Remote work capability

Tools

Excel

PowerPoint

Teams

SharePoint

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.

Overview Of Role/Job Purpose

VertexOne is seeking a client-centric, energetic, and highly motivated Client Success Manager (SAP Utlities) with deep experience in the utilities industry—specifically supporting SAP-based solutions.

The CSM serves as a trusted advisor to our utility clients, managing strategic relationships and ensuring clients receive maximum value from VertexOne’s SaaS offerings. This role oversees a portfolio of accounts leveraging SAP-based utility billing, meter-to-cash processes, and related customer engagement platforms. The ideal candidate will be detail-oriented, comfortable with contract interpretation, experienced in utilities operations, and capable of leading cross-functional initiatives that drive client satisfaction and retention.

Job Responsibilities Include

• Manage assigned Client portfolio which will vary based upon Client size and complexity
• Ensure contractual compliance and adherence throughout the client lifecycle.
• Proactively identify opportunities to enhance customer satisfaction, strengthen client relationships, and increase solution adoption.
• Serve as primary contact for Client inquiries, concerns and escalations.
• Build relationships with executive sponsors and deliver leadership business reviews that align service delivery with client business objectives.
• Obtain, track and report on Client goals/business initiatives
• Develop and maintain account success plans, health assessments, risk mitigation plans, and renewal readiness strategies for assigned clients.
• Lead regular client operational reviews and facilitate discussions on service performance, risks, initiatives, and priorities.
• Identify opportunities for additional services, product adoption, and strategic initiatives that increase customer value and support retention objectives.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
• Lead and support client initiatives, projects, and enhancements with strong project management discipline.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes and ensure timely and accurate ticket updates.
• Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner.
• Track monthly recurring revenue, billable activities, and contractual obligations for assigned accounts while partnering with Finance on reporting and invoicing activities.
• Monitor, report, and communicate service‑level performance to ensure adherence to contractual commitments and client expectations.
• Manage VertexOne vendor partners as required when working on client projects or initiatives.
• Attend Client Outage/Emergency Triage Calls, updating Clients on status.
• Oversee timely and accurate time tracking
• 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, maintenance, outages or emergencies

Required Skills

• 7+ years’ experience working in Account Management
• 3+ years of experience managing client contracts, service-level agreements (SLAs), and customer commitment
• Experience in utilities industry, ideally with meter-to-cash operations.
• Working knowledge of SAP utility solutions including SAP IS‑U, SAP CCS, meter-to-cash processes, customer service, billing, and related utility operations.
• Experience managing third-party vendors, service providers, and strategic partners supporting customer initiatives.
• Extremely organized, detail-oriented with strong time-management skills
• Ability to manage and organize multiple clients and priorities
• Experience presenting operational metrics, service performance, and business outcomes to executive stakeholders.
• Advanced proficiency with Microsoft Office Suite, including Excel, PowerPoint, Teams, and SharePoint.
• Excellent communication skills (written and oral) and organization skills
• Ability to effectively communicate and influence stakeholders at all organizational levels, including executive leadership, both internally and externally.
• Ability to work remotely and with other teams effectively

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.