Client Services Account Manager

ERCOT • Taylor, TX

19h

About The Position

At ERCOT, our diverse and dynamic work environment provides a platform on which employees can work together to build the future of the Texas power grid and wholesale market utilizing the latest technologies and resources. We encourage you to join our talented, dedicated workforce to develop world-class solutions for today and tomorrow’s energy challenges while learning new skills and growing your career. ERCOT is committed to fostering inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We know that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. An inclusive and diverse workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future. SUMMARY This role reports to the Director Client Services and supports the Account Management, Market Support Services and Market Training teams. This position supports the delivery of services to Market Participants and the public by ERCOT’s Client Services team made up of the Account Management, Market Support Services and Market Training departments. The role supports management of public and market participant inquiries, information requests and issues, development and maintenance of tools, development of and reporting of dashboards and performance metrics, identification of and facilitation of discussions on process improvements, representing the client services team in cross-functional process improvement and project teams and resolution of issues related to service delivery to Market Participants.

Requirements

• Requires minimum 2 years job related work experience in excess of degree requirements
• Requires minimum 2 years experience in the electric utility industry and advanced understanding of the competitive electric markets and operation of an interconnected transmission and distribution system
• Bachelor's Degree : Business, Accounting, Computer Science, Engineering or related field (Required) or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

Nice To Haves

• Prefers minimum 2 years experience processing of mission critical business data, customer service, collaboration and multi-tasking

Responsibilities

• Understands the basic principles, theories and concepts related to the profession and learns how to apply them within the ERCOT culture.
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Contributes to specific objectives and outcomes as directed.
• Develops, maintains and demonstrates expertise in ERCOT market rules and operations through instructor-led and web-based training, shadows personnel, develops and demonstrates functional application of knowledge in service delivery and issue resolution for Market Participants
• Continually learns and develops expertise in the ERCOT market rules and how these rules impact ERCOT processes and procedures
• Develops foundational understanding of ERCOT’s Client Services department and its role in facilitating operational interactions between ERCOT and Market Participants
• Applies knowledge of market rules, processes and procedures to support the Client Services organization in handling inquiries and information requests from the public and Market participants
• Develops expertise and operational knowledge of the processes and procedures of all Client Services departments.
• Gains operational knowledge of the tools and applications used by all Client Services departments.
• Develops and maintains metrics that measure efficient use of resources and delivery of services.
• Represents the client services department in internal and cross-departmental efforts to develop service and/or relationship management applications.
• Facilitates discussions and collaborates with internal and cross-departmental teams to identify risks and implement process improvements including reduction of manual processes.
• Facilitates cross-departmental team efforts and coordinate work on process improvements, projects, and initiatives related to the systems, processes, and procedures
• Assesses the effectiveness of processes and propose improvements, develop and support implementation of performance metrics and dashboards, facilitate discussions, and document process improvements
• Supports day-to-day workflow in support of ERCOT’s Client Services department
• Leads cross departmental teams in process improvement efforts and projects to develop tools used in client services workflows
• Delivers ad-hoc and structured training on market rules, processes, and tools
• Represents the Client Services department and ERCOT at ERCOT meetings and stakeholder forums
• Serves as a subject matter expert on the market rules, processes and procedures related to the delivery of services to Market Participants
• Develops expertise and working knowledge of multiple ERCOT business areas required to communicate with participants and ERCOT business areas

Benefits

• ERCOT offers an excellent benefits package, which includes health, dental, vision, life insurance, long/short-term disability insurance, long-term care insurance, Section 125 Flexible Spending Account, and a Retirement Savings Plan.
• The medical, dental, vision, and quality-of-life benefits offered by ERCOT are second to none.
• Full-time employees are eligible to enroll in benefits on the first of the month following the date of hire.
• Additionally, 401(k) plans are available to help employees plan for the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees