Lead, Wholesale (Electric) Acct Mgmt Services

Summary of Responsibilities

The Account Management Services Lead supervises a team of Account Managers within ERCOT?s Wholesale Client Relations department that are charged with management of the relationship between ERCOT and Market Participants with regards to their operations in the wholesale energy Market.?? The Lead will develop and execute a plan to manage the communication and educational needs of ERCOT Market Participants, while facilitating the resolution of their issues and disputes. ??The Lead will also continually assess the changing needs of Market Participants and develop policies and procedures to implement a proactive, client focused and effective account management plan for ERCOT Market Participants.? The Lead will work with the Retail Client Relations department, the Help Desk and other ERCOT business areas to develop consistent and effective processes to manage issue resolution between ERCOT and Market Participants.

?

Essential Job Functions

?????????? Supervise a team of Account Managers charged with management of the business relationship between ERCOT and Market Participants

?????????? Develop and execute an Account Management plan to manage the needs of Market Participants in areas of communication, education and facilitation of issues and disputes.

?????????? Continually assess the changing needs of Market Participants and develop policies and procedures to align activities of the Account Management team with identified needs

?????????? Coordinate the activities of the Account Management team with the Retail Client Relations department, the Help Desk and other ERCOT business areas

?????????? Coordinate with the Market Services Lead with regards to the delivery of ERCOT market wide communication and other support services by the Client Relations department

?????????? Supervise the management of ERCOT?s Settlement Dispute Resolution process

?????????? Produce reports on the activities of the Account Management staff to ERCOT management and Market Participants

?????????? Manage the administration of Qualification tests of new Market Participants and maintenance of Qualification for existing Market Participants

?????????? Manage the implementation of policies and procedures to establish, develop and maintain strong working relationships with Market Participants

?????????? Participate and coordinate the participation of Account Management personnel in various Market Participant working groups

?????????? Implement processes aimed at proactively identifying Market Participant training needs

?????????? Represent the Client Relations Manager, Market Services director or others in ERCOT at various market forums

?????????? Recruit, hire and manage the development of Account Managers

?

Experience and Educational Requirements

?????????? Bachelor?s degree in Business, Accounting, Computer Sciences, Engineering, or relevant field (an equivalent combination of education, training and experience may be considered) Masters Degree preferred

?????????? Minimum 7 years experience in the electric industry or related field and a strong understanding of the reliable operation of an interconnected transmission, distribution and generation system ?

?????????? Minimum 2 years experience in the operation of deregulated energy markets and settlements

?????????? Minimum 2 two years experience performing some combination of business development, contract management, client relationship management, business process consulting or transaction processing management

?????????? Previous experience with management of personnel in a professional work environment preferred

?????????? Proficiency in computer skills in common business applications such as Excel, Word, Power Point and Access

?????????? Strong knowledge of ERCOT protocols, Operating Guides and PUCT rulings regarding the restructured electricity market desired

?