Client Success Manager III (Must have a Utility/SAP Background)

About the role

VertexOne is seeking an experienced Client Success Manager III (SAP) to manage client relationships and drive successful outcomes for a portfolio of utility clients leveraging SAP-based managed services.

Responsibilities

• Manage a portfolio of strategic utility clients utilizing VertexOne SAP-based solutions and managed services.
• Build trusted advisor relationships with client stakeholders across IT, Operations, Billing, Customer Care, and Finance.
• 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 & 3rd parties to ensure effective delivery of SAP 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.
• Facilitate issue resolution and track action items through completion.
• Maintain visibility into client risks, escalations, and open concerns.
• 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.
• Afford assistance 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 & 3rd parties to improve operational processes, service quality, and customer experience.
• Share best practices and lessons learned across the Client Success team.

Requirements

• 5–8+ years of experience in Customer Success, Account Management, Client Services, or Service Delivery.
• 5+ years supporting utility clients with knowledge of SAP IS-U, utility billing, meter-to-cash processes, and customer operations.
• Experience working within SAP-based environments, including SAP IS-U, FICA, Billing, Device Management, or related utility applications.
• 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.

Preferred Qualifications

• Experience supporting SaaS or cloud-based utility platforms.
• Familiarity with SAP Basis, integrations, batch processing, and utility technology ecosystems.
• Exposure to ITIL practices, incident management, and service management frameworks.
• Experience supporting 24x7 production environments.
• SAP Utilities experience with strong functional knowledge across core IS-U modules.