Role Description The Managed Services Specialist plays a vital role in delivering accurate, timely, and high-quality Managed Services to EnergyCAP customers. This position is ideal for someone who enjoys analytical work, problem-solving, and working in a structured, SLA-driven environment. You’ll directly influence customer satisfaction, data quality, and the operational value that EnergyCAP provides. In this role, you will ensure clean and complete utility bill data—fueling reporting, audit workflows, bill payment processes, and customer decision-making. The ideal candidate is detail-oriented, collaborative, and confident communicating with both customers and utility vendors. You will become a trusted partner to our customers and a key contributor to one of EnergyCAP’s core revenue-generating teams. What You’ll Do - Resolve audit flags and kickouts quickly and accurately to maintain clean billing data. - Retrieve all missing utility bills from vendors and provide clear, timely status updates to customers. - Run and deliver recurring reports (Missing Bills, Flag Reports, Kickouts, Bill & Batch Spreadsheets) with precise filtering and on-schedule delivery. - Support monthly Bill Pay workflows by ensuring all approved bills are complete and accurate ahead of payment runs. - Participate in customer status meetings, communicating bill activity, data quality issues, and progress updates. - Document processes, updates, and bill statuses thoroughly to ensure transparency and continuity across the team. - Set up new customer onboarding workflows for audits, retrieval, and Bill Pay activities. - Maintain and improve Managed Services documentation within Confluence. - Contribute to process improvement initiatives that streamline audits, kickouts, retrieval, and bill payment workflows. - Support special projects involving customer data cleanup, bulk audit review, or other operational needs. Qualifications - Experience in utility billing, AP/AR, fintech, data processing, or operations that support success in accuracy-driven, structured workflows. - Ability to work within SLA-driven environments while managing recurring deadlines across multiple customers. - Strong customer-facing communication skills that enable clear, professional interactions with customers and vendors. - Familiarity with CRM systems, workflow tools, or ticketing platforms, with the ability to learn new systems quickly. - Understanding of bill processing workflows, including audits, kickouts, and bill import validation. - Ability to interpret utility bills, meters, rates, and billing data with precision and attention to detail. - Effective communication and coordination abilities that support vendor outreach and clear, consistent updates. - Working knowledge of EUM, DataCAP, CSV editing, and data review tools, or the ability to learn them quickly. - High attention to detail and accuracy to ensure strong data quality. - Ability to prioritize work and meet deadlines across multiple customers and recurring cycles. - Analytical and problem-solving skills to investigate and resolve billing or data issues. - Ability to work independently and collaborate across teams, especially with CAPture Services and Customer Success. - Adaptability and resilience in a constantly evolving operational environment. - Associate or Bachelor's degree preferred, or equivalent relevant experience. Benefits - 100% company-paid Health, Dental & Vision coverage for you, plus competitive cost-sharing for your family. - Company-paid Life & LTD Insurance for peace of mind. - Adoption Grants and paid leave to support your growing family. - Wellness program offerings designed to strengthen your physical and mental health and overall well-being. - 401(k) with a 3% company match—helping you plan confidently for the future. - Monthly Connectivity Stipend so you can work seamlessly from anywhere. - Emergenetics Development Program to help you understand and leverage your strengths. - Tuition Assistance to fuel your continued learning and career growth. - Flexible Time Off so you can recharge and enjoy life outside of work. - A remote-first workplace that offers balance and flexibility, with the option to connect in-person at our offices. - Charitable contributions & matched giving to amplify your impact. - Paid community service hours—because giving back matters.

• Interpret requirements defined by the Product Owner and translate them into technical inputs for the engineering team; • Perform data modeling using ER (Entity-Relationship) model; • Apply Function Point Analysis (FPA) to estimate and functionally categorize deliveries; • Produce and maintain reference architecture diagrams, system flow diagrams and technical documentation; • Support the development team with technical detailing, integration rules and technical acceptance criteria; • Actively participate in agile ceremonies (Daily, Planning, Review, Retrospective), collaborating with product and engineering teams; • Ensure technical alignment of solutions with enterprise architecture guidelines and best practices; • Contribute to the monitoring and alignment of the software development lifecycle.

• Write and traffic email and SMS briefs, coordinating with internal teams and clients to keep copy, creative, and feedback moving on schedule. • Build, QA, and deploy campaigns and flows within Klaviyo and other ESPs, implementing dynamic content and personalization as outlined in the brief. • Troubleshoot rendering, linking, and compatibility issues to ensure flawless delivery across devices and platforms. • Pull and analyze CRM performance data on a weekly, monthly, and quarterly cadence, tracking KPIs like deliverability, open rate, click rate, conversion rate, and unsubscribe trends. • Monitor flows and campaigns to confirm triggers, segments, and integrations are functioning correctly, flagging anomalies with supporting data. • Own task management within the PM system, keeping dates and content current and flagging any items that fall behind schedule. • Maintain organized client files and shared resources in the Lunar G-Drive. • Build strong working relationships with client stakeholders and become a go-to resource on CRM best practices and platform capabilities.

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items • Ensure client retention through delivery of exceptional service and support • Assist with challenging client requests or issue escalations as needed • Uncover the true business needs, pain points, and challenges that clients are facing • Ensure the timely and successful delivery of solutions according to customer needs and objectives • Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership • Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews • Regularly travel to client sites, conferences, and industry events to represent the company • Lead tailored product demonstrations to show the value of additional HHAeXchange solutions • Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings • Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required • Collaborate with the sales team to identify and grow opportunities within the market • Address gaps in implementation, services, support and or/client needs • Manage a set of KPIs to drive increased customer satisfaction