Client Analyst III

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 III is a senior-level position within the Client Analyst career path, building upon the foundational responsibilities of Client Analyst I and the expanded scope of Client Analyst II. While Analysts at levels I and II focus on day-to-day client support, issue resolution, and process execution, the Client Analyst III role advances into strategic leadership, technical depth, and cross-functional influence.

This role combines advanced analytical expertise, technical proficiency, and strategic client engagement. It goes beyond operational support to lead high-impact initiatives, mentor junior analysts, and serve as a trusted advisor to both internal stakeholders and key clients. Client Analysts III are expected to proactively identify trends, optimize processes, and influence product and operational decisions through data-driven insights.

Client Analyst III professionals are equipped to support multiple clients with complex business processes and configurations. They demonstrate a deep understanding of VertexOne products, industry best practices, and client-specific needs, enabling them to drive innovation, elevate client satisfaction, and contribute meaningfully to organizational goals.

Essential Duties:

• Act as the senior point of contact for complex client inquiries, escalations, and strategic initiatives.
• Build and maintain executive-level relationships with VertexOne clients, serving as a trusted advisor.
• Lead client operations meetings and quarterly reviews, presenting insights, trends, and actionable recommendations.
• Communicate complex issues and resolutions clearly to both clients and internal leadership.
• Provide strategic guidance on client upgrades, custom projects, and long-term planning.
• Conduct deep Jira research and root-cause analysis; resolve issues independently and guide resolution strategies.
• Recreate and validate complex issues in test environments; document findings and coordinate emergency fixes.
• Design, test, and manage advanced client-specific rate structures, control files, and system configurations.
• Oversee code promotions, release upgrades, and environment refreshes with full audit compliance.
• Implement and optimize business rules, page rules, and security protocols across environments.
• Develop dashboards and predictive models to assess client health, churn risk, and operational performance.
• Translate business needs into scalable data solutions in collaboration with Product, Data Science, and Client Success teams.
• Lead initiatives to improve internal processes, client experience, and system efficiency.
• Lead cross-functional projects involving Client Success, Product, Marketing, and Sales.
• Review and prioritize client change requests, ensuring alignment with strategic goals and timelines.
• Maintain comprehensive documentation of client communications, approvals, and project milestones in Jira and SharePoint.
• Mentor Client Analyst I and II team members, providing guidance, training, and performance feedback.
• Contribute to internal knowledge bases, training materials, and best practice documentation.
• Promote a culture of continuous learning and improvement within the analyst team.