Client Success Manager II

About the role

This is an exciting time to join VertexOne as our team grows in size, products, and client base across North America. We are seeking a client-centric, energetic, and highly-motivated individual to join our Client Success Team as a Client Success Manager II (CSM). The CSM is responsible for cultivating and maintaining strong relationships within assigned accounts, ensuring high levels of customer satisfaction, leading to renewals and growth opportunities. As a trusted advisor, the CSM will provide daily oversight and support in a SaaS environment for new and existing clients with one or multiple VertexOne product offerings. The role manages a portfolio of accounts across different time zones, varying in size, services, and complexity.

Responsibilities

• Continually seek 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 ensuring 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 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.
• Plan and prioritize a high volume of customer activities and requests, following through in a timely manner.
• 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 for 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.
• Work with sales to review and identify client contract renewals and upsell opportunities.
• Assist with department and product documentation.
• 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.

Requirements

• 5 years of experience working in an account management role in the utility industry.
• 5 years of experience working in the utility industry, understanding the full meter-to-cash processes.
• 3+ years of experience working with vendors managing products and services.
• 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, particularly Excel for data extraction and graphical presentations.
• Excellent communication (written and oral) and organization skills.
• Ability to create and lead client presentations with executive leadership.
• Ability to communicate with senior management both internally and externally.
• Ability to work remotely and collaborate effectively with other teams.

Benefits

• Comprehensive medical, dental, vision, disability, and life insurance.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401K match.
• Flexible PTO.
• Employee recognition platform with monetary rewards.
• 100% remote work environment with an initial work-from-home stipend.
• Leadership and coaching training programs.
• Free access to Bizlibrary for unlimited professional development.
• Employee Assistance Program (EAP) with 24/7 counseling sessions.
• 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 leverage deep expertise to provide innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. Our offerings include Customer Information Systems (CIS), Mobile Workforce Management (MWM), Electronic Data Interchange (EDI), and Digital Customer Engagement and self-service portals.