Customer Service Manager (SAP Utilities) III

VertexOne provides SaaS platforms and cloud-based software solutions for utilities, energy retailers, and energy transition providers. The Customer Service Manager (SAP Utilities) III serves as a trusted advisor to utility clients, managing strategic relationships and ensuring value from SAP-based solutions. The role oversees client portfolios, contractual compliance, service performance, account success, renewals, and cross-functional client initiatives.

Responsibilities:

• 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

Requirements:

• 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