Client Success Manager 1

Overview Of Role/Job Purpose

This is a very exciting time to be a part of VertexOne as our team is growing both in size, products, and the number of clients we support across North America. We are currently seeking a Client-centric, energetic, and highly-motivated individual to join our Client Success Team.

Essential Job Duties

• Continually seeks opportunities to increase customer satisfaction and deepen client relationships.
• Work with clients to ensure they are finding value in our services.
• Serve as the primary contact for client inquiries, concerns, and escalations.
• Educate customers on the use and benefits of VertexOne products.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Participate in meetings with clients, vendors, partners, and internal teams.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Schedule and facilitate client operational and business leadership review meetings.
• Prepare and deliver executive business reviews with clients.
• Effectively plan and prioritize a high volume of customer activities and requests, following through in a timely manner, asking clarifying questions to determine the correct source and impact of issues.
• Track and bill client revenue, reporting to Finance on a monthly basis.
• Track client SLAs to ensure adherence to contractual obligations.
• Manage VertexOne vendor partners as required when working on client projects or initiatives.
• Attend client outage/emergency triage calls, updating clients on status.
• Create and approve time tasks for projects.
• Review, monitor, and update client tickets on a daily basis.
• Review and identify client contract renewals and upsell opportunities.
• Work with Clients and VertexOne Legal team on contract renewals, extension and Amendments.
• Absorb and respond to client feedback to improve services.
• Avoid and resolve client complaints.
• Identify and address client needs and pain points.
• Collaborate with cross-functional teams to implement solutions.
• Support client onboarding and training.

Required Skills/Qualifications

• 3-5 years of experience working in account management.
• 3-5 years of experience working in the utility industry, understanding the full meter-to-cash processes.
• 2-3 years of experience working with vendors managing products and services.
• 2-3 years of experience managing client contracts and SLAs.
• Extremely organized, detail-oriented with strong time-management skills.
• Ability to manage and organize multiple clients and priorities.
• Advanced knowledge of Microsoft products is an asset.
• Ability to extract data utilizing Microsoft Excel to create graphical presentations.
• Excellent communication skills (written and oral) and organization skills.
• Ability to create and lead client presentations with executive leadership.
• Ability to communicate with senior management both internal and external clients.
• Ability to work remotely and with other teams effectively.