VertexOne

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. VertexOne is the recognized leader in SaaS platforms for utilities across North America, dedicated to providing exceptional customer service experiences. The Client Analyst I role supports clients by managing inquiries, resolving issues, and collaborating with Client Success Managers to enhance client satisfaction and operational efficiency. Responsibilities • Serve as the primary contact for day-to-day client inquiries and concerns • Build positive and productive relationships with VertexOne Clients • Partner with Client Success Managers (CSMs) to support client onboarding • Perform client notifications for application issues, scheduled downtime, upgrades, and other impacts • Monitor 3rd party applications and jobs • Escalate and communicate issues to VertexOne Management or Clients as needed • Provide clients with status updates on projects and deliver required documentation for approval • Maintain strong client relationships to promote high customer satisfaction • Issue Resolution & Queue Management • Analyze and troubleshoot client issues in a timely fashion • Review incoming tickets and perform initial research using available tools and documentation • Update ticket statuses and add notes to keep clients and internal teams informed • Track SLAs and manage support work queues effectively • Participate in operations meetings with Clients to review outstanding issues • Attend Leadership Business Review meetings with Clients • Support Project Managers as needed on larger custom projects • Lead Minor Release upgrades for Clients • Gather requirements from Clients for projects, research, or testing • Create, test, and manage Client-specific rate changes • Coordinate code promotion requests and approvals with Clients • Ensure all Client communications and approvals are documented in Jira per audit control requirements • Create user profiles and manage system access • Coordinate with Clients to implement new business rules, page rules, control file updates, and security requests in test or production environments • Assist with preparation of test and production environments • Coordinate Client environment refreshes • Available to work extended hours or weekends for Client project work or outages • Travel as required to Client locations or VertexOne company events Skills • Must have at least 2 years experience working in a data or operations analyst role • Must have experience working with a ticketing system • Microsoft Office experience is required ( MS Outlook, Excel, Word, Power Point) • Excellent organizational skills is required • Must have the ability to multi-task • Excellent interpersonal skills and a professional approach when dealing with clients • Curiosity, attention to detail, and a desire to learn and grow in a fast-paced environment • Minimal travel required (10%) • Jira, SQL and Excel skills an asset • Utility experience or Meter-to-Cash experience • Knowledge of CIS systems an asset • Familiarity with SQL Benefits • Comprehensive medical, dental, vision, disability, life insurance • Health Savings Account (HSA), Flexible Spending Account (FSAs) • 401K match • Flexible PTO • Employee recognition platform with monetary rewards • 100% Remote work environment • Initial work from home stipend • Leadership/Coaching training programs • Free access to Bizlibrary for unlimited professional development • Employee Assistance Program (EAP) with counseling sessions available 24/7 • Health and wellbeing programs • Paid parental leave • Employee bonus referral program • Employee Discount Program Company Overview • Integrated SaaS Solution for Utilities, including cloud Customer Information Systems (CIS) , Customer Engagement, Payments & Analytics It was founded in 1996, and is headquartered in Houston, Texas, USA, with a workforce of 201-500 employees. Its website is https://www.vertexone.net.