Senior Customer Relationship Manager

Requisition ID # 167788 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview
PG&E's Business Energy Solutions (BES) organization is responsible for managing PG&E’s relationships with its large, medium and small business customers and communities. The organization is charged with delivering PG&E’s programs and services, achieving electric vehicle, revenue generation & energy efficiency savings’ goals, and resolving complex gas and electric service issues. BES is the internal advocate for customers and communities and drives continuous improvement that enhances customer satisfaction through exceptional customer experiences. The organization plays a significant role in the business customer experience with the entire suite of PG&E products, programs and services - driving growth, energy efficiency penetration, and industry leadership. The mission is to establish PG&E as a key stakeholder in the corporations’ demand-side management (IDSM) opportunities: planning and program design, implementation, channel strategy and customer support.

Position Summary

The Senior Customer Relationship Manager is responsible for creating and strengthening strategic business partnerships with national and corporate customers in the Food Service segment. This includes developing collaboration with contractors, third party implementers, community groups, and other business entities to ensure the highest level of customer service. This position serves as a trusted consultative advisor, assisting customers in achieving their energy goals, while acting as their advocate to represent the voice of the customer across PG&E.

The Food Service segment represents some of PG&E’s largest customers whose facilities are dispersed throughout our utility territory and whose decision-making process involves corporate level relationships, lengthy approval timeframes and budget cycles. These customers have significant energy revenue and usage, numerous locations, multiple decision makers, strong ties with PG&E leadership, high potential for efficiency programs, and complex service needs.  This position will be responsible for developing and implementing the strategy to serve these customers and support interdependencies with PG&E.  

This position acts as the primary contact for service-related issues and requests. Strategically collaborates to drive mutual value, actively promoting and selling PG&E's products, programs, Behind-the-Meter solutions, and services to customers, while coordinating relevant economic attraction/retention or competitive matters. Informs and advises customers on regulatory, legislative issues, and other topics directly impacting them. Communicates with customers regarding planned and unplanned outages. Assumes the role of Customer Strategy Officer during on-call rotation, Public Safety Power Shutoff (PSPS) events, and other emergency response events. Represents the company by fostering positive business relationships across all customer classes and communities, delivering high-quality energy services which make it easy for customers to do business with PG&E.

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

PG&E is providing the salary range that can reasonably be expected for this position at the time of the job posting. This salary 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, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. 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.   

Pay Range display:

Bay Area – $95,000 to $130,900 annually

Responsibilities

• Resolves complex billing, reliability and service issues which may require close coordination/project management.
• Facilitates and supports moderately complex service planning, reliability, billing, and credit issues.
• Utilizes consultative sales skills and develops relationships at various levels within a complex customer organization to overcome obstacles 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 the company.
• Organizes communication and outreach for industry sectors and/or campaigns.
• May serve as back-up to peers.

• Act as the Customer Strategy Officer (CSO) during on-call rotations and PSPS Events.

Qualifications

Minimum

• Bachelor’s degree or equivalent experience
• 6 or more years of industry-related experience or customer service/account management experience.

• Valid CA Driver’s license. Travel required at 10%

Desired

• Strategic and innovative thinker with proven ability to communicate vision and drive results

• Experience serving national key accounts
• Account Management or Project Management experience