Senior Customer Relationship Manager, Higher Education

Requisition ID # 163052 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland; Alameda; Alta; American Canyon; Angels Camp; Antioch; Auberry; Auburn; Avenal; Avila Beach; Bakersfield; Balch Camp; Bear Valley; Belden; Bellota; Belmont; Benicia; Berkeley; Brentwood; Brisbane; Buellton; Burney; Buttonwillow; Calistoga; Campbell; Canyon Dam; Canyondam; Capitola; Caruthers; Chico; Clearlake; Clovis; Coalinga; Colusa; Concord; Concord; Corcoran; Cottonwood; Cupertino; Daly City; Danville; Davis; Dinuba; Downieville; Dublin; Emeryville; Eureka; Fairfield; Folsom; Fort Bragg; Fortuna; Fremont; French Camp; Fresno; Fresno; Fulton; Garberville; Geyserville; Gilroy; Goodyear; Grass Valley; Guerneville; Half Moon Bay; Hayward; Hinkley; Hollister; Holt; Huron; Jackson; Kerman; King City; Lakeport; Lemoore; Lincoln; Linden; Livermore; Lodi; Loomis; Los Banos; Lower Lake; Madera; Magalia; Manteca; Manton; Mariposa; Martell; Marysville; Maxwell; Menlo Park; Merced; Meridian; Millbrae; Milpitas; Modesto; Monterey; Montgomery Creek; Morgan Hill; Morro Bay; Moss Landing; Mountain View; Napa; Needles; Newark; Newman; Non-PG&E Non-US Off Shore Work Location; Non-PG&E US Work Location; Novato; Oakdale; Oakhurst; Oakley; Olema; Orinda; Orland; Oroville; Palo Alto; Palo Cedro; Paradise; Parkwood; Paso Robles; Petaluma; Pioneer; Pismo Beach; Pittsburg; Placerville; Pleasant Hill; Point Arena; Potter Valley; Quincy; Rancho Cordova; Red Bluff; Redding; Richmond; Ridgecrest; Rio Vista; Rocklin; Roseville; Round Mountain; Sacramento; Salida; Salinas; San Bruno; San Carlos; San Francisco; San Francisco; San Jose; San Luis Obispo; San Mateo; San Rafael; San Ramon; San Ramon; Sanger; Santa Cruz; Santa Maria; Santa Nella; Santa Rosa; Selma; Shaver Lake; Sonoma; Sonora; South San Francisco; Springville; Stockton; Storrie; Taft; Tracy; Turlock; Twain; Ukiah; Vacaville; Vallejo; Walnut Creek; Wasco; Watsonville; West Sacramento; Wheatland; Whitmore; Willits; Willow Creek; Willows; Windsor; Winters; Woodland; Yuba City

Department Overview

In Customer Care, we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer.  That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
 

PG&E's Business Energy Solutions (BES) organization is a critical department within PG&E as it manages PG&E's relationships with its Commercial, Industrial, Agriculture, Institutional and Small & Medium business customers throughout the service territory. The Large Enterprise Accounts group, within BES, is focused on providing outstanding customer service to our largest commercial customers by being the customer's advocate with all departments within PG&E to help resolve customer concerns. Specific sales work includes the promotion of energy efficiency, demand response, solar, distributed generation, peak day pricing options and environmental programs to these customers. This team takes a lead role in supporting PG&E’s current key initiatives and being the forefront for customer communication.

Position Summary

This role will manage business relationships with State and Higher Education customers with a focus on emerging markets within these customer segments. You will serve as a trusted consultative advisor to assist customers in realizing their energy vision, and act as primary point of contact with customers for service-related issues and needs. You will strategically partner to drive shared value, actively promote and sell PG&E products, programs, Behind the Meter solutions and services to customers along with the coordination of appropriate economic attraction/retention or competitive issues. You will inform and advise customers on regulatory and legislative issues and other matters that have a direct impact and communicate with customers on planned and unplanned outages. You will act as the Customer Strategy Officer during on-call responsibilities and PSPS Events, in addition to act as the Company’s representative responsible for developing a positive business relationship with ALL classes and their communities providing high quality energy services and programs.

The role is hybrid working from your remote office and in-person based on business needs. Your headquarter location will be based within the PG&E service territory and agreed upon by the hiring manager and successful candidate. There is up 25% of travel to customer locations or PG&E sites based on business needs.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, the decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.  

A reasonable salary range is:​

Bay Area Minimum:       $95,000              

Bay Area Maximum:      $143,000

-Or-

California Minimum:    $90,000

California Maximum:   $136,000

Job Responsibilities

• Resolves complex billing, reliability and service issues which may require close coordination/project management between company and customers
• Facilitates and supports moderate-to complex service planning problems, including large load process, by utilizing multiple departments, and leveraging / utilizing case process
• Provides guidance and training to less-experienced team members
• Utilizes advanced consultative sales skills and develops relationships at various levels within a complex customer organization to overcome obstacles and objections using various sales skills and plans
• Actively seeks opportunities as part of the ongoing relationship management process to build long-term sales action plans and maximize current and future sales success
• Identifies and pursues new market and segment opportunities which impact large customer groups working with Customer Insight, Marketing, fellow employees, and industry / community representatives
• Supports and actively participates in community events, answering questions and representing company
• CSO Assignment - On Call Assignment to respective division
• Performs all PSPS responsibilities to assigned division
• Organizes communication and outreach for industry sectors and/or campaigns
• May serve as back-up to the Supervisor or Manager
• Additional duties for SBE: Project Lead: Strategy/Training/Oversee project from beginning to end, forecast & project summary; Onboarding & Training support

Qualifications

Minimum:

• Bachelor’s degree preferred, or 6 or more years of industry related experience required.
• Typically requires 6 or more years of relevant experience

Desired:

• Masters degree

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