Client Analyst - US

The Client Analyst role provides daily support to VXcis Clients based upon contracted services. Client Analysts work closely with the Client Success Managers to review and resolve reported issues, track SLA’s, manage support work queues, participate in Client meetings, create and test rate changes for Clients, perform system configuration and coordinate Minor Release upgrades.

Essential Job Duties:

• Build positive and productive working relationships with VertexOne Clients
• Analyze and troubleshoot Client issues in a timely fashion
• Serve as primary contact for day-to-day Client inquiries and concerns
• Perform client notifications as required (i.e. issues affecting client applications, scheduled down time, upgrades, etc.)
• Effectively work with other VertexOne Teams to implement changes that affect clients.
• Participate in operations meetings with Clients and review outstanding issues
• Attend Quarterly Review meetings with Clients
• Escalate and communicate issues to VertexOne Management or Clients as needed
• Periodic review of projects/change requests with client
• Gather requirements from Clients as needed for projects, research or testing
• Send notifications to Client to approve issues being requested as an emergency production fix
• Provide clients status on projects and deliver required Client documents for approval.
• Maintains good Client relationship to striving for high customer satisfaction
• Work with Project Managers on Client upgrades or large custom projects
• Create, test and manage Client specific rate changes
• Co-ordinate code promotion requests and approvals with Clients
• Ensure all Client communications and approvals are documented in Jira as per our audit control documentation.
• Create User Profiles in the system
• Coordinate with Clients to implement new business rules, page rules, control file updates and security requests into test or production environment.
• Assist with preparation of test and production environments
• Co-ordinate Client environment refreshes
• Travel as required to VertexOne events or meetings

Required Job Skills:

• 3-5 years Client Analyst experience
• CIS platform experience
• Accounting, Billing or finance background preferred
• Utility / meter-to-cash business process experience
• Knowledge and experience with self service web portals
• Knowledge and experience with Bill Print, Cash Remittance processes
• Fluent in SQL, JIRA, Power BI
• Detail oriented, analytical and inquisitive
• Ability to work independently and with others
• Extremely organized with strong time-management
• Must be willing to work flexible offers, as needed - to support clients in different time zones 

What VertexOne has to offer:

• 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

About VertexOne: 

VertexOne is the leading provider of cloud-based SaaS software solutions powering the next generation of customer experience for utilities, energy retailers, and energy transition providers. With over 30 years of experience and more than 350 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. For more information on how VertexOne allows you to enhance the digital customer experience, improve revenue management, and leverage data analytics, visit https://www.vertexone.net.

Equal Opportunity Employer:

 VertexOne is proud to be an equal opportunity employer. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. VertexOne is also committed to providing reasonable accommodation for applicants with disabilities. Individuals who need reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request accommodation.