Client Services Account Manager

Electric Reliability Council of Texas•Taylor, TX

About The Position

The Client Services Account Manager 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, resolves inquiries, issues, and disputes, and ensures responses are timely, accurate, and consistent with ERCOT governing documents. It requires developing subject matter expertise in ERCOT market protocols, rules, and business processes and representing ERCOT in interactions with Market Participants and internal business areas. The role's scope varies by level. Level 1 focuses on developing Market Participant relationships, resolving day-to-day operational issues through established processes, supporting registration and qualification, and building knowledge of ERCOT operations and protocols. Level 2 adds independent resolution of most inquiries and disputes, strategic relationship management, and emerging subject-matter expertise across multiple business domains. The Senior level includes managing complex relationships, providing in-depth operational expertise, supporting team development, maintaining Client Services documentation and training materials, and mentoring less experienced colleagues.

Requirements

Minimum of 2 years of industry or job-related experience 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 experience.
Experience with collaboration and multitasking.
Experience in the electric energy or electric utility industry.

Responsibilities

Establish and maintain business relationships with assigned Market Participants.
Resolve Market Participant inquiries, issues, and disputes in a timely, accurate, and consistent manner, escalating or independently handling matters as appropriate to the role level.
Assist or advise Market Participants in meeting registration and qualification requirements.
Develop expertise in ERCOT grid and market operations, protocols, business processes, and functions.
Identify, contribute to the design of, and deliver market education and training to Market Participants.
Develop account plans aligned with Market Participants’ needs and operational interactions with ERCOT.
Facilitate communication between Market Participants and ERCOT departments and promote effective interdepartmental working relationships.
Apply ERCOT protocols and business procedures consistently while maintaining strict confidentiality.
Participate in projects, stakeholder activities, and process-improvement efforts to address Market Participants’ business issues.
Represent ERCOT in operational discussions, training sessions, and stakeholder forums as required.
Coordinate or facilitate stakeholder processes that support ERCOT and Market Participants.
Provide leadership in collaborative problem solving and resolution of day-to-day operating issues at the Senior level.
Support colleagues’ professionalism, client interaction, and personal development; provide guidance and mentoring to less experienced Client Services employees.
Assist in creating and maintaining Client Services documentation, procedures, and training materials.