Client Services Account Manager

JOB SUMMARY

Serves as the primary point of contact between ERCOT and current and prospective Market Participants, managing relationships and facilitating registration and qualification processes. Resolves inquiries, issues, and disputes independently, ensuring responses are timely, accurate, and consistent with ERCOT's governing documents. Maintains deep subject matter expertise in ERCOT market protocols, rules, and business processes, and represents ERCOT authoritatively in cross-functional interactions with Market Participants and internal business areas.

JOB DUTIES

• 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.

ADDITIONAL JOB DUTIES

Level 1

• Establishes and develops an effective business relationship with each assigned Market Participant
• Facilitates timely and accurate resolution of day-to-day operational issues on behalf of Market Participants using established ERCOT processes
• Assists Market Participants in meeting registration and qualification requirements
• Develops subject matter expertise on ERCOT grid and market operations to identify, contribute to the design of, and deliver training to market participants
• Develops account plans to identify and execute tasks aligned with each Market Participant’s needs and based on a solid understanding of their operational interactions with ERCOT
• Facilitates communication between Market Participants and various ERCOT departments and promotes effective interdepartmental working relationships
• Builds knowledge of ERCOT market protocols, ERCOT’s operations and business functions in order to be an effective liaison between ERCOT and Market Participants on a wide range of subjects across most of ERCOT’s functions
• Applies ERCOT protocols and business procedures consistently with all Market Participants under strict confidentiality
• Assists with projects and process improvements, as necessary, to resolve Market Participants’ business issues
• Participate in projects, process improvements, and stakeholder activities as required
• Represents ERCOT in operational discussions, trainings, or stakeholder forums as required
• Coordinates or facilitates/participates, as needed, in stakeholder processes to support ERCOT and Market Participants

Level 2 - Above +

• Maintains and enhances effective strategic business relationships with each assigned Market Participant
• Independently resolve most Market Participant inquiries, issues, and disputes with sound judgment
• Grows knowledge in ERCOT market and operations to identify, contribute to the design of market education, and deliver training to market participants
• Guides communication between Market Participants and various ERCOT departments and promotes effective interdepartmental working relationships to assist in developing mutual team goals
• Maintains and expands knowledge of ERCOT market protocols, ERCOT’s operations and business functions in order to be an effective liaison between ERCOT and Market Participants on a wide range of subjects across most of ERCOT’s functions
• Advises Market Participants in meeting registration and qualification requirements
• Participates actively in projects and process improvements, as necessary, to resolve Market Participants’ business issues
• Actively participate in projects and process improvement efforts
• Serve as an emerging subject-matter expert in multiple ERCOT business domains

Level Senior - Above +

• Demonstrates leadership in collaborative problem solving and in resolution of day-to-day operating issues on behalf of Market Participants
• Shares strong subject matter expertise in one or more areas of ERCOT’s operations to provide in-depth knowledge for Client Services
• Manages complex business relationships between ERCOT and assigned Market Participants
• Supports and encourages to team members to achieve a high standard in professionalism, client interaction and personal development
• Assists in the creation and maintenance of documentation, procedures, and training materials for Client Services personnel
• Gives guidance and advice to Market Participants on ERCOT protocols and business procedures consistently while maintaining strict confidentiality
• Develops expertise in ERCOT market and operations
• Identifies opportunities and contributes to the design and delivery of market education training to market participants
• Guides and leads effective interdepartmental working relationships and assists in developing mutual team goals
• Coordinates stakeholder processes to support ERCOT and Market Participants
• Serves as mentor to less experienced co-workers in Client Services

 

EXPERIENCE

• Requires minimum 2 years of industry or job-related experience preferred, ideally within the electric energy or electric utility industry
• Requires understanding of competitive electric markets and interconnected transmission/distribution system operations
• Prefer experience with mission-critical data processing, customer service, collaboration, and multitasking

EDUCATION

• Bachelor's Degree : Engineering, Finance, Business, Computer Science, or related field; or equivalent experience

The foregoing description reflects the minimum qualifications and the essential functions of the position that must be performed proficiently with or without reasonable accommodation for individuals with disabilities.  It is not an exhaustive list of the duties expected to be performed, and management may, at its discretion, revise or require that other or different tasks be performed as assigned.  This job description is not intended to create a contract of employment with ERCOT.  Both ERCOT and the employee may exercise their employment-at-will rights at any time. #LI-DN

ERCOT is firmly committed to equal employment for all qualified persons without regard to race, sex, medical condition, religion, age, creed, national origin, citizenship status, marital status, sexual orientation, physical or mental disability, ancestry, veteran status, genetic information or any other protected category under federal, state or local law.

Expected Salary Range:

$66,000 - $91,000