Client Success Manager II (Must have a Utility/CIS background to qualify)
MUST HAVE UTILITY BACKGROUND TO QUALIFY
VertexOne is seeking an experienced Client Success Manager II to manage client relationships and drive successful outcomes for a portfolio of utility clients.
This role is responsible for client satisfaction, retention, service performance, and value realization across complex utility environments, including VXcis, billing, meter-to-cash operations, integrations, customer portals, and production support.
The CSM II serves as the primary point of contact for assigned clients and escalation contact for assigned client portfolio. This role would ensure the service delivery teams provide exceptional service so clients can achieve their business objectives. This role balances relationship management, operational governance, issue resolution, and growth support within a managed services environment.
The CSM II would also oversee 3rd party delivery teams to ensure they provide services according to client business needs and contractual requirements.
Essential Job Duties:
Client Relationship Management
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).
Monitor 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.
Service Delivery Coordination & SLA Management
Lead support teams & 3rd parties 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.
Incident & Escalation Management
Serve as a key client-facing escalation resource for service incidents, outages, and operational issues.
Coordinate communication between clients and delivery teams during critical situations.
Monitor ticket and issue management processes to ensure responsiveness and adherence to service commitments.
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.
Account Governance
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.
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.
Continuous Improvement
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.
Required Skills/ Qualifications
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.