Client Services Account Manager

Taylor, TX

Full time

R2283

At 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 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 domainsEXPERIENCE

• 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.

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:

$83,000 - $114,000

The Electric Reliability Council of Texas (ERCOT) manages the flow of electric power to 27 million Texas customers - representing about 90 percent of the state's electric load. As the independent system operator for the region, ERCOT schedules power on an electric grid that connects more than 54,100 miles of transmission lines and 1,250 generating units. ERCOT also performs financial settlement for the competitive wholesale bulk-power market and administers retail switching for 8 million premises in competitive choice areas. ERCOT is a membership-based 501(c)(4) nonprofit corporation, governed by a board of directors and subject to oversight by the Public Utility Commission of Texas and the Texas Legislature. ERCOT's members include consumers, cooperatives, generators, power marketers, retail electric providers, investor-owned electric utilities (transmission and distribution providers,) and municipal-owned electric utilities.

ERCOT offers an excellent benefits package, which includes health, dental, vision, life insurance, long/short-term disability insurance, long-term care insurance, Section 125 Flexible Spending Account, and a Retirement Savings Plan.

The medical, dental, vision ( , and quality-of-life benefits offered by ERCOT are second to none. Full-time employees are eligible to enroll in benefits on the first of the month following the date of hire. Additionally, 401(k) plans ( are available to help employees plan for the future.

The ERCOT Internship Program provides college students the opportunity to develop their skills in a professional work environment. Each intern will receive unique projects and assignments that aim to solve real challenges facing the electric industry. ERCOT internships provide professional learning experiences that offer meaningful, practical work related to each student's desired career path.

Eligible candidates should be enrolled in an academic bachelors or post graduate degree program maintaining a GPA of 3.0 or higher.

The ERCOT Engineer Development Program (EDP) is a 12- to 16-month, self-paced program geared toward entry-level engineers looking to start a career in the power industry. Through the program, an EDP Engineer receives one-on-one mentoring, specialized training, and exposure to the work performed by each of the engineering groups at ERCOT.

The program allows engineers to develop the fundamental skills necessary to reach their full potential while gaining an understanding of the types of engineering work ERCOT has to offer. EDP management supports participants each step of the way as they progress through the program. Upon completion, graduates are placed as full-time engineers within one of ERCOT’s engineering groups.

The GMS Development Program (GDP) is designed to provide entry-level and early career professionals with the skills necessary to become successful Power System and Computer Engineers.

The program, which is based in ERCOT’s Grid and Market Solutions (GMS) Department, will provide experience in day-to-day work and instruction in the fundamentals of electric power systems engineering, grid and market applications, software programming, and IT service and operations management. The GDP offers one-on-one mentoring, training, field trips, and special assignments. These assignments allow GDP engineers to become knowledgeable and familiar with the various business areas at ERCOT. The GMS leadership team prepares GDP engineers for a future career at ERCOT in power systems and computer engineering.

The System Operator Development Program (ODP) is intended to combine real-time daily operations in an exciting work setting to prepare participants with the vital skills necessary to be successful in such a critical position — providing 24x7x365 on-demand support to manage the flow of electric power to more than 26 million Texas customers. If you are new to the industry, this program introduces you to the Bulk Electric System by combining introductory courses with the NERC Certification Exam Preparation Program in preparation to pass the NERC Certification Exam.