Senior Director, Client Success (SAP experience with an Utility background required)

VertexOne is seeking an experienced Senior Director, Client Success to lead strategic client relationships and operational performance for a portfolio of utility clients leveraging SAP-based managed services.

This role is accountable for client satisfaction, retention, SLA performance, and value realization across complex, mission‑critical environments including SAP IS‑U, billing, meter‑to‑cash, integrations, and 24x7 production support.

The Director, Client Success acts as the executive owner of the client relationship, serving as a trusted advisor while ensuring contractual adherence, service excellence, and disciplined governance across internal delivery teams and third‑party service providers. This role bridges relationship management, managed services delivery oversight, and financial accountability.

Essential Job Duties:

Client Leadership & Executive Relationship Management

• Own executive relationships for a portfolio of strategic utility clients using VertexOne SAP‑based solutions and managed services.
• Serve as the primary escalation point for critical client issues, outages, SLA breaches, and executive concerns.
• Lead and deliver Quarterly Business Reviews (QBRs) and steering committee presentations focused on outcomes, performance, risk, and roadmap alignment.
• Act as a trusted advisor to client executives across IT, Operations, Billing, Customer Care, and Finance.

Managed Services Oversight & SLA Accountability

• Provide senior leadership oversight for SAP Managed Services, including:
• 24x7 production support and monitoring
• Incident, problem, and change management
• Batch processing, billing operations, interfaces, and integrations
• Ensure adherence to contractual SLAs, including severity‑based response times, cure periods, and service credit implications.
• Review and analyze SLA metrics, root cause analyses, and recurring issues; drive corrective action plans in partnership with Delivery.
• Partner closely with Service Delivery Managers to ensure consistent execution, capacity planning, and quality outcomes.

Incident, Escalation & Operational Governance

• Participate in and lead client outage and emergency triage calls, ensuring timely communication, coordination, and resolution.
• Oversee Jira ticket governance, ensuring tickets are accurately prioritized, updated, and resolved in accordance with SLAs.
• Ensure weekly ticket audits, issue logs, and operational reporting are completed with discipline and transparency.
• Maintain governance cadences including weekly client calls, monthly operations reviews, and quarterly executive sessions.

Contract, Financial & Commercial Management

• Own contract adherence and performance obligations throughout the client lifecycle.
• Track and report monthly recurring revenue, managed services fees, change requests, and billable work in coordination with Finance.
• Oversee change requests (CRs) including scope definition, estimates, approvals, and execution governance.
• Partner with Sales on renewals, expansions, and upsell opportunities supported by demonstrated operational value.

Vendor & Partner Management

• Provide executive oversight of third‑party service providers supporting VertexOne clients (e.g., SAP delivery partners, print/payment vendors).
• Ensure vendors meet performance, security, compliance, and communication expectations.
• Coordinate cross‑vendor dependencies to minimize client risk and service disruption.

Compliance, Risk & Resiliency

• Ensure client readiness and participation in SOC audits, security controls, and compliance activities.
• Oversee disaster recovery (DR) planning and testing participation per VertexOne and client policies.
• Ensure adherence to change management, security access controls (e.g., Firefighter ID governance), and audit requirements.

Team Leadership & Continuous Improvement

• Mentor and guide Client Success Managers and/or Senior CSMs on large, complex accounts.
• Establish best practices for client governance, health scoring, escalation management, and service delivery collaboration.
• Drive continuous improvement initiatives to enhance service quality, efficiency, and client outcomes.
• Maintain accurate account documentation and client health data in Client Success tooling.

Required Qualifications

• 8–12+ years of experience in Client Success, Account Management, or Service Delivery leadership roles.
• 8+ years supporting utilities with deep understanding of SAP ISU utility billing, meter‑to‑cash, and customer operations.
• Proven experience managing SAP‑based environments, including SAP IS‑U, FICA, Billing, Device Management and integrations.
• Strong background in managed services, SLA‑driven delivery, and ITIL‑based operations.
• Demonstrated success leading executive client relationships and handling high‑stakes escalations.
• Experience managing third‑party vendors and outsourced delivery partners.
• Excellent financial acumen with experience managing recurring revenue, managed services contracts, and change orders.
• Exceptional communication skills with the ability to influence senior executives internally and externally.
• Advanced proficiency in Microsoft Excel, PowerPoint, Teams, and reporting dashboards.

Preferred Qualifications

• Experience in SaaS and cloud‑based utility platforms.
• Familiarity with SAP Basis, ABAP, integrations, and batch operations (conceptual understanding).
• Experience supporting 24x7 production environments with on‑call and global delivery models.
• ITIL certification or formal service management training.
• SAP Utilities experience with a Solution Architect level knowledge of all ISU core modules.

JobFamily

Client Success

JobFunction

Director

PayType

Salary

EmploymentIndicator

Regular

HiringMinRate

165000

HiringMaxRate

185000