Client Success Manager 1

Job description

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day. Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance. VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture. Overview of Role/Job Purpose: At VertexOne, helping utilities provide the best customer service experience is what we do. 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. The Client Success Manager (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 foster collaborative working relationships and provide daily oversight and support in a SaaS environment for new and existing clients who have one or multiple VertexOne product offerings. The CSM will be responsible for a portfolio of accounts across different time zones ranging in size, services, and complexity. The ideal candidate will be detail-oriented, able to interpret client contracts, deliver on KPIs, lead client initiatives, and identify areas for process improvement. 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 • 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. 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. 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 • Leadership/Coaching training programs • Free access to Bizlibrary for unlimited professional development • Employee Assistance Program (EAP) with counseling sessions available 24/7 • 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 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. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit . 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.