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VertexOne · 7 hours ago

Client Success Manager II (Must be in PST)

United States

Full-time

Remote

Mid, Senior Level

5+ years exp

VertexOne is the recognized leader in SaaS platforms for utilities across North America, dedicated to enhancing customer service experiences. The Client Success Manager II is responsible for cultivating strong relationships with clients, ensuring high levels of satisfaction, and driving account renewals and growth opportunities.

GovTechInformation ServicesInformation TechnologySaaSSoftware

Growth Opportunities

Responsibilities

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

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

Qualification

Account managementUtility industry experienceClient contracts managementVendor managementMicrosoft ExcelCommunicationTime-management skillsDetail-oriented