Client Services Account Manager

ERCOT Job OpportunityAt 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.Job SummaryServes 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 DutiesUnderstands 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 DutiesLevel 1Establishes and develops an effective business relationship with each assigned Market ParticipantFacilitates timely and accurate resolution of day-to-day operational issues on behalf of Market Participants using established ERCOT processesAssists Market Participants in meeting registration and qualification requirementsDevelops subject matter expertise on ERCOT grid and market operations to identify, contribute to the design of, and deliver training to market participantsDevelops 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 ERCOTFacilitates communication between Market Participants and various ERCOT departments and promotes effective interdepartmental working relationshipsBuilds 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 functionsApplies ERCOT protocols and business procedures consistently with all Market Participants under strict confidentialityAssists with projects and process improvements, as necessary, to resolve Market Participants' business issuesParticipate in projects, process improvements, and stakeholder activities as requiredRepresents ERCOT in operational discussions, trainings, or stakeholder forums as requiredCoordinates or facilitates/participates, as needed, in stakeholder processes to support ERCOT and Market ParticipantsLevel 2 - Above+Maintains and enhances effective strategic business relationships with each assigned Market ParticipantIndependently resolve most Market Participant inquiries, issues, and disputes with sound judgmentGrows knowledge in ERCOT market and operations to identify, contribute to the design of market education, and deliver training to market participantsGuides communication between Market Participants and various ERCOT departments and promotes effective interdepartmental working relationships to assist in developing mutual team goalsMaintains 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 functionsAdvises Market Participants in meeting registration and qualification requirementsParticipates actively in projects and process improvements, as necessary, to resolve Market Participants' business issuesActively participate in projects and process improvement effortsServe as an emerging subject-matter expert in multiple ERCOT business domainsLevel Senior - Above+Demonstrates leadership in collaborative problem solving and in resolution of day-to-day operating issues on behalf of Market ParticipantsShares strong subject matter expertise in one or more areas of ERCOT's operations to provide in-depth knowledge for Client ServicesManages complex business relationships between ERCOT and assigned Market ParticipantsSupports and encourages to team members to achieve a high standard in professionalism, client interaction and personal developmentAssists in the creation and maintenance of documentation, procedures, and training materials for Client Services personnelGives guidance and advice to Market Participants on ERCOT protocols and business procedures consistently while maintaining strict confidentialityDevelops expertise in ERCOT market and operationsIdentifies opportunities and contributes to the design and delivery of market education training to market participantsGuides and leads effective interdepartmental working relationships and assists in developing mutual team goalsCoordinates stakeholder processes to support ERCOT and Market ParticipantsServes as mentor to less experienced co-workers in Client ServicesExperienceRequires minimum 2 years of industry or job-related experience preferred, ideally within the electric energy or electric utility industryRequires understanding of competitive electric markets and interconnected transmission/distribution system operationsPrefer experience with mission-critical data processing, customer service, collaboration, and multitaskingEducationBachelor's Degree: Engineering, Finance, Business, Computer Science, or related field; or equivalent experienceThe 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: $66,000 - $91,000