Mantis Innovation

General

• Support and service existing client accounts as a key liaison between clients, internal sales teams, channel partners, and energy supply partners
• Respond to and triage 95%+ of client inquiries within 1 business day via shared inbox and direct communication channels
• Resolve at least 90% of client issues, including billing, enrollment, and supplier discrepancies, within defined SLA timelines
• Serve as primary point of contact for assigned client accounts regarding contract status, billing questions, service changes, and ongoing support
• Manage and monitor a shared client relations mailbox, ensuring timely responses, proper triage, and follow-up
• Maintain working relationships with energy suppliers to support issue resolution
• Partner with internal sales teams to support active accounts and clarify contract details
• Support channel partners with client-related requests and post-deal support
• Track and document account activity, communications, and issue resolution in internal systems
• Troubleshoot enrollment delays, billing discrepancies, and supplier rejections through resolution
• Escalate complex, time-sensitive, or high-impact issues while maintaining ownership through resolution
• Identify recurring issues, process gaps, and trends; contribute to continuous improvement initiatives
• Maintain compliance with internal policies, documentation standards, and industry requirements
• Identify and escalate at least 2 process improvements per quarter
• Maintain timely and accurate communication with Sales, channel partners, and suppliers

Client Relations Specialist, Energy