Client Analyst I

At VertexOne, helping utilities provide the best customer service experience is what we do. VertexOne is the recognized leader in SaaS platforms for utilities across North America. Through a wide range of innovative services and solutions, VertexOne helps utilities deliver a compelling customer experience; reducing the cost to serve customers, increasing operational efficiency, improving customer satisfaction, and driving utility operations forward. It’s been in the DNA of our people since we started supporting utilities’ customer experience needs over 20 years ago. And that commitment continues to this day.


Our team members are our greatest assets, so we pride ourselves on being ‘Employee First’. As such, we listen to what our employees have to say and find ways to incorporate their ideas into the company. Whether it’s new technology, career development opportunities, or fun events, we find new ways to keep our employees engaged and incentivized to grow within the company. Our employees' well-being—both physical and mental—is a top priority at VertexOne. That's why we foster a 100% remote and flexible environment and encourage work-life balance.


VertexOne is proudly Certified as a Great Place to Work®. Great Place to Work® is the global authority on workplace culture, employee experience, and leadership behaviors proven to deliver market-leading revenue, employee retention and increased innovation. VertexOne is dedicated to prioritizing the employee experience and creating an exceptional company culture.


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 Job 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
Required Skills/Qualifications:
• Must have at least 2 years experience working in a data or operations analyst role
• Must have experience working with a ticketing system
• Microsoft Office experience is required ( MS Outlook, Excel, Word, Power Point)
• Excellent organizational skills is required
• Must have the ability to multi-task
• Excellent interpersonal skills and a professional approach when dealing with clients
• Curiosity, attention to detail, and a desire to learn and grow in a fast-paced environment
• Minimal travel required (10%)
Preferred Qualifications:
• Jira, SQL and Excel skills an asset
• Utility experience or Meter-to-Cash experience
• K