Account Management Services

ERCOT’s client services professionals can provide each market participant with personalized help and one point of contact for managing business transactions and relationships.

From the first, the market participant is allocated a dedicated ERCOT account manager to assist with the processes for registration and qualification, market rules and settlements. The account manager works with the participant to develop the account, support daily business transactions and assist with future planning.

The account manager also makes sure that the market participant’s individual needs are met. Each account manager has a broad-based knowledge of the electricity market and can draw on the specialized know-how of ERCOT subject-matter experts to address specific questions and issues.

Potential new market participants may reach Client Relations via the ERCOT Help Desk at 512-248-6800 or 877-647-4357 (MIS-HELP). A current market participant that needs an assigned representative's extension should call ERCOT’s receptionist at 512-225-7000.

Account Development

To ensure new participants a smooth transition into the ERCOT market, account managers offer a variety of services:

• Support for the market participant navigating the registration and qualification processes
• Assistance with the qualification for ERCOT programs:
  • load participation
  • renewable energy credits
• Site visits
• Account plan development
• Training classes, one-on-one training and education
• Contact management
• Help with issue resolution

Business Transaction Support

A market participant can expect the account manager to respond promptly and effectively to day-to-day needs:

• Responding to ad hoc inquiries
• Responding to and managing disputes
• Evaluating issue patterns
• Assisting with market communications for day-to-day operations
• Proactively identifying new opportunities for business improvement through training or process changes
• Recognizing potential needs and responding with solutions

Plan Management

As the market participant’s needs evolve, the account manager anticipates crucial changes and assists the market participant with planning new solutions:

• Identifying the issues that will require a concerted and organized approach to achieve resolution
• Planning and scheduling actions to address specific business needs
• Organizing meetings to address important topics and issues
• Documenting any feedback on ERCOT performance in meeting the market participant’s needs
• Targeting opportunities to improve service