Client Services Account Manager
About The Position
Serves as the primary point of contact between ERCOT and current and prospective Market Participants. The role manages relationships and facilitates registration and qualification processes, and independently resolves inquiries, issues, and disputes while ensuring responses are timely, accurate, and consistent with ERCOT’s governing documents. The position requires developing and maintaining expertise in ERCOT market protocols, rules, operations, and business processes, and representing ERCOT in interactions with Market Participants and internal business areas. The role includes building effective relationships with assigned Market Participants, supporting their operational needs, and coordinating communication across ERCOT departments. It also contributes to projects, process improvements, stakeholder activities, and market education. Responsibilities expand by level, from learning ERCOT processes and assisting Market Participants to independently resolving most issues, providing strategic relationship management, serving as a subject-matter expert, mentoring colleagues, and guiding complex collaborative problem-solving.
Requirements
- At least 2 years of industry or job-related experience is preferred, ideally in the electric energy or electric utility industry.
- Understanding of competitive electric markets and interconnected transmission and distribution system operations.
- Bachelor’s degree in Engineering, Finance, Business, Computer Science, or a related field, or equivalent experience.
Nice To Haves
- Experience with mission-critical data processing, customer service, collaboration, and multitasking.
- Industry or job-related experience in the electric energy or electric utility industry.
Responsibilities
- Establish and maintain business relationships with assigned Market Participants.
- Resolve day-to-day operational issues and, at higher levels, independently resolve most inquiries, issues, and disputes.
- Assist or advise Market Participants in meeting registration and qualification requirements.
- Develop knowledge of ERCOT grid and market operations, protocols, rules, business processes, and functions.
- Identify, contribute to the design of, and deliver market education and training for Market Participants.
- Develop account plans aligned with Market Participants’ needs and operational interactions with ERCOT.
- Facilitate or guide communication between Market Participants and ERCOT departments, promoting effective interdepartmental relationships and mutual goals.
- Apply ERCOT protocols and business procedures consistently while maintaining strict confidentiality.
- Assist with or actively participate in projects and process improvements to address Market Participants’ business issues.
- Represent ERCOT in operational discussions, trainings, and stakeholder forums as required.
- Coordinate or participate in stakeholder processes supporting ERCOT and Market Participants.
- Provide subject-matter expertise in ERCOT operations and business domains.
- Provide leadership in collaborative problem-solving and resolution of operational issues.
- Support and encourage team members’ professionalism, client interaction, and professional development.
- Assist in creating and maintaining Client Services documentation, procedures, and training materials.
- Mentor less experienced Client Services coworkers.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
