Client Services Analyst
4 weeks ago
Xpansiv provides the market infrastructure to rapidly scale the world’s energy transition. The company’s main business units include CBL , the largest spot exchange for environmental commodities, including carbon credits and renewable energy certificates; SRECTrade , one of the largest transaction and management firms in the solar renewable energy market, APX, the leading provider of registry infrastructure for energy, power, and environmental markets, and H2OX , a leading spot exchange for Australian water allocations. Xpansiv also provides end-of-day and historical market data and operates the leading multi-registry portfolio management system for environmental commodities. Xpansiv.com
Description:
As a Client Services Analyst within our Registry Solutions business, you will work as part of the team responsible for ongoing administration, client relationship management, and helpdesk support across our environmental commodity registries – both domestic and international. Our fast-paced environment is energizing and rewarding. You will be responsible for providing proactive and reactive client support to ensure exceptional customer service. This role supports a continuous feedback process for maintaining, growing, and evolving Xpansiv’s registry infrastructure and services. Ideal candidates are strong team players, have excellent communication skills, and are self-starters. Candidates should have the ability to define priorities, think like a business owner, succinctly articulate ideas, and propose strategic solutions.
What you’ll do:
· Manage and execute processes surrounding user onboarding, asset registrations and updates, and registry certificate creation, transfer, and retirement.
· Curate and enhance helpdesk support procedures and protocols.
· Maintain system end-user materials and frequently asked questions; provide training to new users.
· Serve as a client relationship manager and internal advocate; foster the growth of relationships at every level – registry sponsors, account holders, regulators, and other stakeholders.
· Establish and execute client engagement strategies to drive mutually beneficial short- and long-term outcomes.
· Create engagement plans for each client with a focus on evolving product use-cases and future business development opportunities.
· Maximize the value of regular touchpoints with each client, including product/service-related inquiries and associated resolution.
· Collaborate with other Xpansiv business teams for service and product improvements.
· Support contracting and renewals; identify cross-selling and up-selling opportunities with existing clients.
· Work with regulators in various states for the verification of static and dynamic data – emissions, generation output, energy efficiency, and load.
· Partner with regulators and other program stakeholders to ensure data integrity and adherence to operating rules, including staying on top of changes to energy/environmental trends and associated influence on registry infrastructure.
· Lead internal/external meetings and participate in market stakeholder processes.
· Manage business processes vital to assigned areas of ownership.
What you’ll bring:
· Bachelor’s degree, preferably in business, technology, engineering, or energy/environmental studies.
· 2-5 years of client-facing experience.
· Passion for customer success in delivering SaaS solutions.
· Understanding of renewable energy and/or carbon markets, policy, and standards.
· Familiarity with environmental commodity tracking systems and use cases.
· Knowledge of state-level and interstate-level electric utility policies and practices.
· Ability to travel as needed to client meetings and conferences/events.
Desired Qualifications:
· Experience administering SaaS solutions, program materials, and processes.
· Existing relationships with clients in the energy and/or environmental markets.
· Experience testing software or reporting software issues.
· Basic SQL knowledge
Skills and Abilities:
· Excellent interpersonal and communication skills, working independently and with teams.
· Sound business judgement, attention to detail, and time management skills – balancing client and internal priorities.
· Confidence and composure interacting with internal and external stakeholders, including executive leadership.
· Ability to quickly absorb commercial and technical concepts.
· Technical proficiency working with SaaS solutions and Microsoft Office product
Here at Xpansiv, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in building trust and transparency in global efforts toward net-zero future. Xpansiv is committed to equal employment opportunity regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.
Note to Recruiters:
Xpansiv does not accept unsolicited resumes or referrals from placement agencies, staffing vendors or other external parties seeking recruiting fees without a signed formal agreement.
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