Mantis Innovation provides managed facility services and turnkey program management with technology-enabled solutions that target the entire building footprint. We look at the entire facility—inside and out—and can impact 70% of what a building operator allocates critical budget dollars toward, including: Strategic electricity and natural gas procurement, renewable energy, and demand response; climate impact reduction and reporting, net zero strategies, and sustainability planning; roofing, solar, HVAC assessment management, pavement, building envelope, data center optimization, and EV charging; lighting/LED retrofits, HVAC/mechanical systems, and BMS/BAS improvements and implementation.
The Client Relations Specialist plays a critical role in supporting and servicing existing client accounts by acting as a key liaison between clients, internal sales teams, channel partners, and energy supply partners. This role is responsible for maintaining strong relationships, ensuring accurate and timely contract processing, and resolving post-sale issues to deliver high-quality client experience throughout the contract lifecycle.
OUTCOMES
Respond to and triage 95%+ of client inquiries within 1 business day via shared inbox and direct communication channels
Resolve ≥90% of client issues (billing, enrollment, supplier discrepancies) within defined SLA timelines
Reduce recurring client or supplier issues by identifying and escalating at least 2 process improvements per quarter
Maintain timely and accurate communication with Sales, channel partners, and suppliers, with follow-up documented in internal systems for assigned client issues.
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
MINIMUM 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
PREFERRED QUALIFICATIONS
Prior experience in customer service or professional services related environments
Experience in energy, utilities, or a contract-heavy operational environment
Exposure to finance-adjacent workflows (billing, margin analysis, reporting)
WORKING CONDITIONS/PHYSICAL REQUIREMENTS
Work environment: Hybrid work environment (3-days a week in office) with regular use of computer systems, email, spreadsheets, shared inboxes, and internal platforms
Physical requirements: Prolonged periods of sitting and working at a computer. Frequent use of keyboard, mouse, phone, and standard office equipment. Occasional standing, walking, bending, and lifting of standard office materials up to 25 pounds
Schedule expectations: Standard business hours with flexibility as needed for client, supplier, contract-processing, or issue-resolution needs
Project ManagerNoble Texas Builders · Houston, Texas
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