Serve as primary client contact for assigned energy accounts, manage shared inbox, resolve billing/enrollment/supplier issues, coordinate with sales, channel partners, and energy suppliers, document activity in internal systems, escalate complex issues, and drive process improvements to ensure timely, accurate contract lifecycle support and client satisfaction.
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
Note: Employees are held accountable for all duties of this job. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
What else can we offer you?
We offer a fantastic lineup of benefits, including Medical, Dental, Vision, FSA, HSA, 401k Matching, Paid Vacation, Paid Sick, Paid Holidays, Paid Parental Leave, Paid Short Term & Long Term Disability, Tuition Reimbursement, and a flexible hybrid work schedule (for office-based employees). Working at Mantis also brings tremendous professional development opportunities that allow you to make a real impact on both the company and your career!
Not sure you meet every single requirement?
Studies show that women and individuals from underrepresented groups often hesitate to apply unless they check every box. At Mantis, we’re committed to building an inclusive and equitable team—so if this role excites you, we’d love to hear from you, even if your experience doesn’t match every single qualification.
Mantis Innovation is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
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- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
