Energy Product Analyst - Customer Care

SUMMARY:

This position is responsible for serving multiple constituents, both internally and externally, as experts within the energy industry and MCG’s product portfolio. An EPA – Customer Care’s primary role is to work with Account Coordinators, Development Team, Application Support staff, and customers to provide subject matter expertise in the areas of the energy industry and MCG’s products to facilitate customers achieving maximum benefit and satisfaction in their use of MCG’s products.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This role is ultimately responsible for the retention and satisfaction of each MCG customer.
• Collaborate closely with MCG Account Coordinators to address customer inquiries and concerns promptly and professionally.
• Foster and nurture enduring relationships with key stakeholders at client companies, including users, managers, and executives.
• Build and maintain strong, long-lasting, personal relationships with users, managers, and executives at customer companies.
• Proactively identify opportunities for growth within existing client accounts.
• Work closely with clients to understand their evolving needs and offer scalable solutions that align with their strategic objectives.
• Drive the expansion of MCG’s presence within client organizations, leveraging existing relationships and delivering exceptional customer experiences.
• Consult with others and provides input to company software roadmap, including software assurance guarantees. Those others include:
• Market technical forums
• Industry conferences and exhibits
• Internal market monitoring team, product design team, technical staff, sales and marketing professionals and executive leadership team.
• Participate as implementation team member.
• Document customer requirements accurately and effectively, ensuring clarity and alignment.
• Configure software applications according to customer specifications, adhering to best practices and industry standards.
• In all cases, behave ethically and legally with all peers, contacts, and customers.
• Perform other duties as delegated or assigned by the MCG leadership team.

QUALIFICATIONS:

This individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, education, and/or ability required.

Required Skills:

• Strong knowledge of CAISO market rules, scheduling processes, and grid operations.
• Proven experience navigating wholesale power markets, day-ahead and real-time markets, and congestion management protocols. Excellent interpersonal and communication skills, with the ability to build and maintain relationships with stakeholders at all levels.
• Strong problem-solving and analytical skills, with the ability to assess customer needs and provide effective solutions.
• Proven ability to prioritize and manage multiple projects simultaneously, meeting deadlines and delivering high-quality results.
• Exceptional attention to detail and accuracy in documentation and configuration of software applications.
• Proficiency in using software tools and applications, including project management software, CRM systems, and productivity tools.
• Superior meeting management and participation skills, to include client’s executive level
• Demonstrable ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level
• Must be able to convey essential information clearly and concisely to clients, peers, and leadership, both in writing and verbally.
• Excellent listening and presentation skills
• Must be willing to represent the company in public forums and present a professional image in conduct and personal presentation
• Solid working knowledge of all products in the Microsoft Office suite. Past experience with CRM software or other personal relationship management tools.

Preferred Skills:

• In-depth understanding of software implementation processes and methodologies.
• Proven experience navigating wholesale power markets, day-ahead and real-time markets, and congestion management protocols. Excellent interpersonal and communication skills, with the ability to build and maintain relationships with stakeholders at all levels.

Leadership Skills:

• Must possess impeccable self-direction and planning skills.
• Must carry the strong voice of the customer to MCG internal teams, and must be able to weigh all inputs in orde…