Strategic Account Management, Analyst II

Engie • Houston, TX

3d • Hybrid

About The Position

The Strategic Account Management, Analyst II is accountable for analyzing and resolving complex issues that can’t be handled at the frontline level alongside de-escalating internal/external customer complaints, researching PUC complaints, and providing brokerage support. Prepare intercompany billings and monitor intercompany receivable and payable balances, ensuring timely settlement and resolution of discrepancies.

Requirements

• Bachelor’s degree
• Must possess expert analytical and problem-solving skills, an acute sense of urgency, impeccable attention to detail, and be an effective communicator with exceptional writing skills
• Manage multiple tasks simultaneously whilst shifting priorities dependent on case complexity and business demands/needs
• Work both independently and in a team environment, alongside communicating cross-functionally with team members in Customer Operations and Sales
• Minimum of 3 years in the Retail Electric Provider ‘REP’ industry, Commercial segment preferred
• Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL)

Responsibilities

• Serve as a primary point of contact for de-escalating internal/external customer complaints
• Analyze, resolve, and respond to complex customer cases
• Provide brokerage support by assisting with questions/inquiries, reports, escalations, and training needs
• Recognize and escalate system issues or process gaps that could negatively impact the customer experience
• Support team members by sharing knowledge and expertise to facilitate growth and development; provide back-up training assistance
• Provide back-up support to the call center; answer questions, escalate system issues, provide training reminders
• Process contract change transactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level