Client Analyst

Overview of Role/Job Purpose:

The Client Analyst I 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, coordinate Release upgrades and provide after hours support for special projects or client outages.

Essential Duties:

• 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.

Qualifications:

• 0-2 years of experience in a client facing, data or operations role.
• Excell communication and organizational skills.
• Curiosity, attention to detail, and a desire to learn and grow in a fast-paced environment.
• Knowledge of common desktop applications including Microsoft Office
• Excellent interpersonal skills and a professional approach when dealing with clients
• Attention to deal
• Ability to multitask
• Minimal travel required (10%)
  
  

Preferred Qualifications:

• Jira, SQL and Excel skills an asset
• Utility experience or Meter-to-Cash experience preferred
• Knowledge of CIS systems an asset
• Familiarity with SQL.

JobFamily

Client Success

JobFunction

Individual Contributor

PayType

Salary

EmploymentIndicator

Regular

HiringMinRate

54000

HiringMaxRate

68000