Expert Strategic Account Manager, State-Flexible Location

Requisition ID # 161918 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Sacramento; Fresno; Fresno; Merced; Oakland; San Francisco; San Francisco; San Jose; San Ramon; Stockton

Department Overview

Business Energy Solutions (BES) is responsible for providing customer advocacy and solutions. Our Customer Relationship Managers (CRMs) are a dynamic team who work directly with customers and internal partners to build strong business relationships. The team works hard to drive customer satisfaction while ensuring service through safe, reliable, efficient, affordable and environmentally responsible methods. 

Position Summary

Manage business relationships with state government customers, trade professionals, and business groups, associations and community organizations. Serve as trusted consultative advisor to assist customers in realizing their energy vision. Act as primary point of contact with customers for service-related issues and needs. Strategically partner to drive shared value, actively promote and sell PG&E products, programs, BTM solutions and services to customers along with the coordination of appropriate economic attraction/retention or competitive issues. Inform and advise customers on regulatory and legislative issues and other matters that have a direct impact. Communicate with customers on planned and unplanned outages. Act as the Customer Strategy Officer during on-call responsibilities and PSPS Events. 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.

This position is hybrid, working from your remote office and your assigned work location based on business need. 

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. 

A reasonable salary range is:

Bay Area Minimum: $118,000
Bay Area Maximum: $188,000
&/OR
California Minimum: $112,000
California Maximum: $179,000
 

Job Responsibilities

• Works with Directors and Managers from various departments to resolve unique and complex billing, reliability and service issues. Utilize case work and works with the Customer Success team to resolve non-transactional service issues 
• Facilitates and supports complex service planning problems, including large load process, by utilizing multiple departments, and leveraging / utilizing case process. 
• Provides critical field and customer perspective for segment strategies. 
• Behind-the-meter solutioning with customer to increase engagement of non-tariff offerings focused on sustainability, resiliency, electrification and gas strategy, and NRD opportunities 
• Performs primary role of Customer Care Customer Strategy Officer at any level and is knowledgeable of Incident Command System policy and procedures. 
• Performs the key role of communication lead for internal and external stakeholders during emergency events, PSPS events, and planned and unplanned outages 
• Comprehensive outage communication support for customers for both planned and unplanned service interruptions. 
• Shares knowledge of customers with matrixed team beyond personal account assignments to help departmental planning and marketing functions. 
• Provides active guidance, support, consultation, coaching, and training to other Account Managers. 
•   Work with customer and internal stakeholders to communicate with Transmission Voltage customers in many time sensitive situations 
• Provides segment leadership up to and including development of market segment strategies and being the Strategic Account Manager role 

Additional duties for Strategic Account Managers:

• Ensure best practice sharing within sector Association Engagement 
• Hosting Monthly Operating Review with other reps/other interested internal parties 
 

Qualifications

Minimum
• Bachelor’s degree preferred or 8 or more years of industry related experience.
• 8 or more years of relevant experience

Desired
• Masters degree
 

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