Customer Service Manager (SAP Utilities) III

Colonial Group; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

VertexOne is seeking a Client Success Manager (SAP Utilities) to manage a portfolio of utility clients, ensuring value from SAP-based solutions and aligning with business objectives.

The role focuses on contract management, SLA adherence, and driving adoption across meter-to-cash processes while coordinating cross‑functional teams and reporting to executive sponsors.

Qualifications

• 7+ years’ experience in account management.
• 3+ years in managing contracts, 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.
• Experience managing third‑party vendors and strategic partners.
• Extremely organized and detail‑oriented with strong time‑management skills.
• Ability to manage multiple clients and priorities.
• Experience presenting operational metrics to executives.
• Proficient with Microsoft Office Suite (Excel, PowerPoint, Teams, SharePoint).
• Excellent written and verbal communication; able to influence stakeholders at all levels.

Responsibilities

• Manage assigned Client portfolio and ensure contractual compliance throughout the client lifecycle.
• Identify opportunities to enhance customer satisfaction and increase solution adoption.
• Serve as primary contact for client inquiries and escalations.
• Lead executive business reviews aligning service delivery with client objectives.
• Develop and maintain account success plans, health assessments, and renewal readiness strategies.
• Lead client operational reviews and discuss performance, risks, and priorities.
• Identify opportunities for additional services and product adoption.
• Ensure timely ticket updates and share best practices with the team.
• Track monthly recurring revenue and collaborate with Finance on invoicing.
• Monitor service‑level performance and contractual commitments.

Skills

Account management

SLA management

Utilities industry

SAP IS-U/CCS

Meter-to-cash

Vendor management

Communication

Time management

Remote collaboration

Executive communications

Tools

Microsoft Excel

SharePoint

PowerPoint

Teams

Job description

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