Energy Solutions Client Success Specialist

Mantis Innovation; Burlington (MA); Hybrid; USD 60,000 - 74,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401k Matching

Paid Vacation

Paid Sick

Paid Holidays

Paid Parental Leave

Paid Short Term & Long Term Disability

Tuition Reimbursement

Flexible hybrid work schedule

Job summary

Mantis Innovation is seeking a Client Relations Specialist to support existing accounts, coordinate contract processing, and resolve post-sale issues, serving as the liaison between clients, internal teams, and energy suppliers.

This hybrid role combines formal communication, problem solving, and meticulous documentation to ensure timely responses and high-quality client experiences throughout the contract lifecycle.

Qualifications

• Bachelor’s degree in Business, Finance, Operations, Analytics, or equivalent experience in lieu of degree.
• Strong proficiency with Microsoft Office, especially Excel.
• Strong analytical and detail-oriented aptitude; a high degree of accuracy.
• Excellent communication and organizational skills.
• Ability to manage time effectively, set priorities and meet deadlines.
• Ability to learn and adapt to change.

Responsibilities

• Serve as a primary point of contact for assigned client accounts, including communication related to contract status, billing questions, service changes, and ongoing support.
• Manage and monitor a shared client relations mailbox, ensuring timely responses, proper triage, and appropriate follow-up on inbound requests.
• Maintain strong working relationships with energy suppliers to support issue resolutions.
• Partner closely with internal sales teams to support active accounts, clarify contract details, and assist with client needs.
• Support channel partners by addressing questions and assisting with client-related requests and post-deal support.
• Track and document account activity, communications, and issue resolution in internal systems to ensure visibility and accountability.
• Troubleshoot post-sale issues such as enrollment delays, billing discrepancies, or supplier rejections and drive them to resolution.
• Escalate complex, time-sensitive, or high-impact issues appropriately while maintaining ownership through resolution.
• Identify recurring issues, process gaps, or trends and contribute to continuous improvement initiatives.
• Maintain compliance with internal policies, documentation standards, and industry requirements.

Skills

Excel

Analytical skills

Attention to detail

Communication

Education

Bachelor’s degree in Business, Finance, Operations, Analytics, or equivalent

Job description

Mantis Innovation is seeking a Client Relations Specialist to support existing accounts, coordinate contract processing, and resolve post-sale issues, serving as the liaison between clients, internal teams, and energy suppliers.

This hybrid role combines formal communication, problem solving, and meticulous documentation to ensure timely responses and high-quality client experiences throughout the contract lifecycle.