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VertexOne · 1 day ago

Client Analyst I

United States

Contract

Remote

Entry Level

2+ years exp

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.

GovTechInformation ServicesInformation TechnologySaaSSoftware

Growth Opportunities

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

Qualification

Data analysis experienceTicketing system experienceMicrosoft OfficeJiraSQLUtility experienceMulti-tasking abilityDesire to learnOrganizational skillsInterpersonal skillsAttention to detail