Customer Relationship Manager

Requisition ID # 169551

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 ability to lead the nation in delivery of safe, reliable and affordable gas and electric service to 15 million customers, across a 70,000 square mile service territory requires unrelenting operational excellence and seamless coordination across the 23,000 employees that work together to deliver on this promise. PG&E's Business Energy Solutions (BES) organization is responsible for managing PG&E’s relationships with its large, medium and small business customers. The organization is charged with delivering PG&E’s programs and services, achieving energy savings’ goals, and resolving complex gas and electric service issues. BES is the internal advocate for its customers and drives continuous improvement to enhance 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. Small businesses are vital to the local communities we serve and are a strategic, highly valued customer segment. 99% of Business Customers at PG&E are small businesses with over 300,000 accounts totaling 2.4 billion in revenue. Small business customers benefit from our purposeful support, advocacy and attention. PG&E strives to engage our small business customers in new and innovative ways to modernize their experience in the new, customer-centric and everchanging environment

Position Summary

Manages business relationships with assigned Commercial, Industrial, and Agricultural (CIA) customers, state and local government customers, trade professionals, and business groups and associations. Acts as primary point of contact for customers service-related issues and needs. Promotes and sells PG&E products and services to customers along with the coordination of appropriate economic attraction/retention or competitive issues. Informs and advises customers on regulatory and legislative issues and other matters that have a direct impact.

This position manages the Small Business Engagement (SBE) customer relationship across a variety of segment types in an assigned geographic area. The SBE advisor team serves our small business customers in a tailored and customer centric fashion, leveraging initiatives with our affinity and internal departments. The small business engagement team will serve our customers across PG&E’s territory in multiple faucets such as phone, campaign and regional engagement.

One of the tenets of the small business engagement teams is to provide a holistic and local experience for the customers by identifying and providing local, regional and state programs to help our small business customers thrive. The employees on the Small Business Engagement team add value through the education of company products and services and community resources to aid in the success of small businesses. Employees conduct outbound phone calls and campaigns to business customers in accordance with organizational objectives and strategies.

You must be able travel at least 20% of the time to support customer/accounts.

This position is hybrid, working from your remote office and Oakland, CA approximately once per week, or more, based on business needs and will be responsible for serving our Peninusula and San Francisco customers.

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.

Bay Area: $75,000.00 - 103,400.00

Job Responsibilities

- Resolves billing, reliability and service issues for residential and SMB customers. Participates in identifying solutions and may participate in cross functional teams looking into process improvement.

- Participates in Chamber/Community events, answering questions and representing company

- Leverages / utilizes case process to resolve customer issues

- 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

- Customer Strategy Officer (CSO) Assignment - On Call Assignment to respective division

- Performs all PSPS responsibilities to assigned division

- Utilizes consultative sales techniques and action plans to maximize current and future sales success

- Proactively manages ongoing relationships with customers. Identifies decision-makers and navigates and manages the decision-making process

- Identifies and understands customer needs and problems, industry landscape, and risks and opportunities of multiple customer segments, channels, or technologies.

- Determines potential programs or solutions which will benefit customers

Qualifications

Minimum:

- Bachelors Degree or equivalent experience

- Relevant experience, 3 years

- Record of Clean Driving

- ~Travel availability, frequent driving

Desired:

- Ability to use consultative sales techniques to match programs and solutions with customer needs.

- Knowledge and understanding of how other companies have used various programs and solutions based on their unique needs.

- Organizes and presents comprehensive recommendations to customers and peers

- Thorough understanding and expertise in one or more industries or segments, and associated technical knowledge.

- Skilled at sharing knowledge and expertise with business partners to identify industry trends, opportunities, need for tools, process or documentation to improve upon service, sales and programs.

- An energetic and positive attitude with a passion to provide excellent customer service in a team environment

- Proficient in Excel, PowerPoint, MS Word, Energy Insight (Salesforce)

- Ability to manage multiple projects with demanding time constraints

- Competency in operating safely and effectively, even when things are not certain, or the way forward is not clear

- Competency in planning and prioritizing work to meet commitments aligned with organizational goals

- Skill in making recommendations based on relevant expertise as needed to perform at the job level

- Willing to work on call hours including nights and weekends to support local division teams during OEC activation