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Client Services Account Manager l/ll/Sr.

Electric Reliability Council of Texas

Location:
Position Type:
Rqd Education:
Rqd Experience: 5+ years
Date Posted: January 10, 2023
Reference Code: R1257
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 diversity and inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We accept and celebrate those that join us and recognize that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. A diverse and inclusive workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future.

ERCOT offers the flexibility to work both in and out of the office within the state of Texas, providing our employees with an enhanced work life balance.

Join our dedicated team to work as a liaison between ERCOT and our market participants. Exhibit your customer services skills and gain a deep understanding of the ERCOT market while developing strong relationships with both our internal and external customers. Help facilitate resolution of day-to-day operating issues while assisting customers with account needs and process improvements.

Client Services Account Manager serves as a primary point of contact or liaison between ERCOT and Market Participants and potential Market Participants. Functions as a power market business resource to Market Participants in their business and operational interactions with ERCOT, Inc. in establishing and maintaining market roles, issue and inquiry resolution for power operations, wholesale market operations, retail market operations and financial settlement. Acts as knowledgeable agent between ERCOT ISO personnel and Market Participants for addressing Market Participant and ERCOT business transactions and communications.

Job Duties:
  • Understands and applies principles, theories and concepts related to the profession and ERCOT's culture.
  • Exercises judgment within defined procedures and practices to determine appropriate action.
  • Impact is generally limited to specific assignments or projects.
  • May respond to inquiries and/or provide assistance and/or guidance to lower level workers.
Responsibilities:

Level 1
  • Establishes and develops an effective business relationship with each assigned Market Participant
  • Facilitates resolution of day-to-day operating issues on behalf of clients
  • Assists Market Participants in meeting registration and qualification requirements
  • Develops basic knowledge and understanding of ERCOT market and operations to identify, contribute to the design of market education, 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 its operational interactions with ERCOT
  • Facilitates communication between Market Participants and various ERCOT departments and promotes effective interdepartmental working relationships and assists in developing mutual team goals
  • Builds knowledge of ERCOT market protocols, ERCOT's operations and business functions as an effective liaison between ERCOT and Market Participants on a wide range of subjects across most of ERCOT's functions in the ERCOT market
  • 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
  • Coordinates or facilitates/participates, as needed, in stakeholder processes to support ERCOT and Market Participants
Level 2 - Above +
  • Establishes and develops an effective business relationship with each assigned Market Participant
  • Facilitates resolution of day-to-day operating issues on behalf of clients
  • Assists Market Participants in meeting registration and qualification requirements
  • Develops basic knowledge and understanding of ERCOT market and operations to identify, contribute to the design of market education, 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 its operational interactions with ERCOT
  • Facilitates communication between Market Participants and various ERCOT departments and promotes effective interdepartmental working relationships and assists in developing mutual team goals
  • Builds knowledge of ERCOT market protocols, ERCOT's operations and business functions as an effective liaison between ERCOT and Market Participants on a wide range of subjects across most of ERCOT's functions in the ERCOT market
  • 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
  • Coordinates or facilitates/participates, as needed, in stakeholder processes to support ERCOT and Market Participants maintains and enhances effective business relationship with each assigned Market Participant
  • 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 and assists in developing mutual team goals
  • Maintains and expands knowledge of ERCOT market protocols, ERCOT's operations and business functions as an effective liaison between ERCOT and Market Participants on a wide range of subjects across most of ERCOT's functions in the ERCOT market
  • Advises Market Participants in meeting registration and qualification requirements
  • Participates actively in projects and process improvements, as necessary, to resolve Market Participants' business issues
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

Level 1 Client Services Account Manager:
  • No minimum experience required.
Level 2 Client Services Account Manager:
  • 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
Senior Level Client Services Account Manager:
  • Requires minimum 5 years related work experience in excess of degree requirements
  • Requires minimum 5 years experience in the electric utility industry and advanced understanding of the competitive electric markets and operation of an interconnected transmission and distribution system
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
WORK LOCATION:
  • The majority of job duties can be performed remotely from your Texas residence.
  • May be required to be on-site at the Taylor or Austin facilities at least once a month, or more based on the business needs and as determined by the Manage
  • Work arrangements are subject to business needs and are subject to change accordingly.
*Work arrangements are subject to business needs and are subject to change accordingly.

Job Level is open depending on the experience of the candidate identified up to a Senior level.

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-Remote, #Ll-JM1
About this Employer

The Electric Reliability Council of Texas (ERCOT) manages the flow of electric power to more than 26 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 52,700+ miles of transmission lines and 1,030+ generation units, including PUNs. It 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. Its members include consumers, cooperatives, generators, power marketers, retail electric providers, investor-owned electric utilities, transmission and distribution providers and municipally owned electric utilities.