VertexOne

www.vertexone.net

1 Job

724 Employees

About the Company

VertexOne is the leading provider of cloud-based SaaS software powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 450 customers in the cloud, we capitalize on our deep expertise to provide a wide range of innovative solutions for digital transformation, revenue optimization, and data-driven efficiency operations surrounding the customer. From Customer Information Systems (CIS) and Mobile Workforce Management (MWM) to Electronic Data Interchange (EDI) and Digital Customer Engagement and self-service portals, we empower our customers to deliver a compelling customer experience, reduce costs to serve, increase operational efficiency, and improve customer satisfaction.

Listed Jobs

Company Name: VertexOne
Job Title: Client Analyst
Job Description: **Job Title** Client Analyst **Role Summary** Provide day‑to‑day support for utility SaaS customers, working closely with Client Success Managers to resolve issues, track service level agreements, manage support queues, and coordinate client‑specific system changes and releases. Act as the primary point of contact for client inquiries and maintain high satisfaction through proactive communication and timely issue resolution. **Expectations** - Deliver 24/7 support for critical client projects or outages, including after‑hours and weekend coverage. - Maintain accurate documentation in Jira and other audit‑controlled tools. - Communicate status updates, notifications, and approvals to clients and internal teams. - Travel minimally (≤10%) as required for client sites or company events. - Thrive in a fast‑paced remote environment while maintaining professional client relationships. **Key Responsibilities** - Serve as primary contact for daily client inquiries, providing timely, professional responses. - Build and sustain positive relationships with clients, ensuring high satisfaction and retention. - Partner with Client Success Managers to support onboarding and participation in client meetings. - Deliver notifications of application issues, scheduled downtime, upgrades, and other impacts. - Monitor third‑party applications, jobs, and performance metrics. - Escalate and communicate issues to management or clients when necessary. - Track SLAs, manage support work queues, and update ticket statuses in Jira. - Participate in client operations and leadership business review meetings. - Lead minor release upgrades and coordinate code promotion approvals. - Gather client requirements, create and test rate changes, and implement business rule updates. - Create user profiles, manage system access, and assist with test/production environment setup. - Coordinate client environment refreshes and support customization projects. - Collaborate with Project Managers on larger custom initiatives and deliver presentations as needed. **Required Skills** - 0–2 years of client‑facing, data, or operations experience. - Proficient with Microsoft Office; familiarity with SQL, Jira, and Excel is a plus. - Excellent written and verbal communication skills. - Strong organizational, multitasking, and problem‑solving abilities. - Curiosity, attention to detail, and a professional approach to client interactions. - Ability to work independently in a remote setting and maintain high accountability. **Required Education & Certifications** - Bachelor’s degree in business, information technology, or related field preferred (equivalent experience considered). - No specific certifications required, but knowledge of utility industry or Meter‑to‑Cash processes is advantageous.