Medior Account Management Analyst (Energy Market)

CONTEXT

Our client, a major player in its sector, is the beating heart of the Belgian energy market, ensuring the smooth flow of information and operations among all market participants. In a sector undergoing rapid transformation driven by sustainability goals, decentralization, and digitalization, the role of a trusted, efficient intermediary is more critical than ever. They are seeking a proactive and detail-oriented Account Management Analyst to be the guiding hand for new and existing market players. This role is not just about managing accounts; it's about fostering collaboration, ensuring regulatory compliance, and continuously enhancing the operational framework that underpins the entire energy ecosystem. You will be at the nexus of market dynamics and operational excellence.

ACTIVITIES

• Act as the primary point of contact and trusted advisor for market parties within the Belgian energy sector, especially new entrants.
• Manage the end-to-end on-boarding and off-boarding processes for market participants, ensuring full compliance and smooth transitions.
• Maintain and publish critical market information, ensuring accuracy, accessibility, and timeliness for all stakeholders.
• Proactively detect and analyze market needs and emerging trends, translating them into actionable insights for service improvement.
• Contribute to the continuous improvement of Account Management services, processes, and tools.
• Draft, review, and maintain comprehensive processes, procedures, and work instructions to standardize operations and enhance efficiency.
• Coordinate cross-team incident resolution using ITSM platforms, ensuring timely communication and effective problem-solving.
• Define, monitor, and report on Key Performance Indicators (KPIs) for the Account Management Service, driving data-informed decision-making.
• Provide essential input for Business Intelligence (BI) reporting, offering insights into market party behavior and service performance.

EXPECTED ACHIEVEMENTS

• Seamless and efficient on-boarding of new market parties, resulting in high satisfaction rates and rapid integration into the market.
• Significant contributions to the optimization of Account Management services, evidenced by improved KPIs and positive stakeholder feedback.
• Establishment of robust documentation and standardized procedures that enhance operational clarity and reduce errors.
• Proactive identification of market needs that lead to the development of valuable new services or features.
• Effective coordination of cross-team incidents, minimizing disruption and maintaining high service availability.
• Provision of accurate and timely data for BI reports, supporting strategic planning and market analysis.

ENVIRONMENT

Belgian Energy Market regulatory framework, ITSM platforms (TOPdesk, Azure DevOps), CRM systems, BI reporting tools, Microsoft Office Suite (SharePoint, Excel), process mapping tools, stakeholder management.