Client Relations Specialist, Energy

Client Relations SpecialistMantis Innovation provides managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint. We look at the entire facility—inside and out—and can impact 70% of what a building operator allocates critical budget dollars toward, including: Strategic electricity and natural gas procurement, renewable energy, and demand response; climate impact reduction and reporting, net zero strategies, and sustainability planning; roofing, solar, HVAC assessment management, pavement, building envelope, data center optimization, and EV charging; lighting/LED retrofits, HVAC/mechanical systems, and BMS/BAS improvements and implementation.The Client Relations Specialist plays a critical role in supporting and servicing existing client accounts by acting as a key liaison between clients, internal sales teams, channel partners, and energy supply partners. This role is responsible for maintaining strong relationships, ensuring accurate and timely contract processing, and resolving post-sale issues to deliver high-quality client experience throughout the contract lifecycle.OutcomesRespond to and triage 95%+ of client inquiries within 1 business day via shared inbox and direct communication channelsResolve ?90% of client issues (billing, enrollment, supplier discrepancies) within defined SLA timelinesReduce recurring client or supplier issues by identifying and escalating at least 2 process improvements per quarterMaintain timely and accurate communication with Sales, channel partners, and suppliers, with follow-up documented in internal systems for assigned client issues.ResponsibilitiesServe as a primary point of contact for assigned client accounts, including communication related to contract status, billing questions, service changes, and ongoing supportManage and monitor a shared client relations mailbox, ensuring timely responses, proper triage, and appropriate follow-up on inbound requestsMaintain strong working relationships with energy suppliers to support issue resolutionsPartner closely with internal sales teams to support active accounts, clarify contract details, and assist with client needsSupport channel partners by addressing questions and assisting with client-related requests and post-deal supportTrack and document account activity, communications, and issue resolution in internal systems to ensure visibility and accountabilityTroubleshoot post-sale issues such as enrollment delays, billing discrepancies, or supplier rejections and drive them to resolutionEscalate complex, time-sensitive, or high-impact issues appropriately while maintaining ownership through resolutionIdentify recurring issues, process gaps, or trends and contribute to continuous improvement initiativesMaintain compliance with internal policies, documentation standards, and industry requirementsMinimum QualificationsBachelor's degree in Business, Finance, Operations, Analytics, or equivalent experience in lieu of degreeStrong proficiency with Microsoft Office, especially ExcelStrong analytical and detail-oriented aptitude; a high degree of accuracyExcellent communication and organizational skillsAbility to manage time effectively, set priorities and meet deadlinesAbility to learn and adapt to changePreferred QualificationsPrior experience in customer service or professional services related environmentsExperience in energy, utilities, or a contract-heavy operational environmentExposure to finance-adjacent workflows (billing, margin analysis, reporting)Working Conditions/Physical RequirementsWork environment: Hybrid work environment (3-days a week in office) with regular use of computer systems, email, spreadsheets, shared inboxes, and internal platformsPhysical requirements: Prolonged periods of sitting and working at a computer. Frequent use of keyboard, mouse, phone, and standard office equipment. Occasional standing, walking, bending, and lifting of standard office materials up to 25 poundsSchedule expectations: Standard business hours with flexibility as needed for client, supplier, contract-processing, or issue-resolution needs$60,000 - $74,000 a yearWhat else can we offer you?We offer a fantastic lineup of benefits, including Medical, Dental, Vision, FSA, HSA, 401k Matching, Paid Vacation, Paid Sick, Paid Holidays, Paid Parental Leave, Paid Short Term & Long Term Disability, Tuition Reimbursement, and a flexible hybrid work schedule (for office-based employees). Working at Mantis also brings tremendous professional development opportunities that allow you to make a real impact on both the company and your career!Not sure you meet every single requirement?Studies show that women and individuals from underrepresented groups often hesitate to apply unless they check every box. At Mantis, we're committed to building an inclusive and equitable team—so if this role excites you, we'd love to hear from you, even if your experience doesn't match every single qualification.Mantis Innovation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.