Client Success Manager II (Must have a Utility/CIS background to qualify)

About the role

VertexOne is the recognized leader in SaaS platforms for utilities across North America. We help utilities deliver a compelling customer experience, reduce the cost to serve customers, increase operational efficiency, improve customer satisfaction, and drive utility operations forward. This role is responsible for managing client relationships and driving successful outcomes for a portfolio of utility clients.

Responsibilities

• Manage a portfolio of strategic utility clients utilizing VertexOne VXcis-based solutions and managed services.
• Build trusted advisor relationships with client stakeholders across IT, Operations, Billing, Customer Care, Finance, and Digital.
• Lead regular client governance meetings, including operational reviews, service reviews, and Quarterly Business Reviews (QBRs).
• Maintain client health, identify risks, and develop action plans to drive customer satisfaction and retention.
• Advocate for client needs internally while ensuring alignment with contractual commitments and service capabilities.
• Coordinate support teams and third-party delivery teams to ensure effective delivery of VXcis Managed Services, including production support and monitoring, incident, problem, and change management, billing operations, interfaces, batch processing, and integrations.
• Monitor service performance against contractual SLAs and ensure timely communication of service-related issues.
• Review SLA metrics, client feedback, and operational trends to identify improvement opportunities.
• Coordinate corrective action plans and follow-up activities for recurring operational concerns.
• Maintain visibility into client risks, escalations, and open concerns.
• Facilitate issue resolution and track action items through completion.
• Escalate risks impacting client satisfaction, service performance, or contractual obligations.
• Develop and maintain client success plans aligned to client business objectives.
• Conduct regular account reviews to assess risks, opportunities, and overall account health.
• Maintain accurate account documentation, action plans, and client records within Customer Success tools.
• Affirmatively assist in the development and coordination of change requests, including scope clarification, client communication, and implementation tracking.
• Promote adherence to change management processes and operational controls.
• Partner with internal teams and third parties to improve operational processes, service quality, and customer experience.
• Share best practices and lessons learned across the Client Success team.

Requirements

• 3+ years of experience in Customer Success, Account Management, Client Services, or Service Delivery.
• 3-5+ years supporting utility clients with knowledge of CIS, utility billing, meter-to-cash processes, and customer operations.
• Strong understanding of managed services delivery, service-level agreements, and operational support models.
• Experience managing complex customer relationships and resolving escalated issues.
• Ability to coordinate cross-functional teams and drive successful customer outcomes.
• Strong communication, presentation, and relationship-building skills.
• Proficiency with Microsoft Office applications, customer success platforms, and reporting tools.
• Experience managing change requests, tracking billable client work, and ensuring accurate billing and revenue reporting.

Preferred Qualifications

• Experience supporting SaaS or cloud-based utility platforms.
• Familiarity with CIS, integrations, batch processing, and utility technology ecosystems.
• Exposure to incident management, and service management frameworks.
• Experience supporting 24x7 production environments.
• Utility industry experience with a strong understanding of end-to-end business processes and workflows across customer service, billing, payments, field operations, and meter-to-cash services.

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
• Leducation/training programs
• Employee Assistance Program (EAP) with counseling sessions available
• 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.

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.