Client Services Account Manager

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. 

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

• 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

level 2  - Above +

• 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

EXPERIENCE

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

EDUCATION

• 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

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.

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: