Local Customer Relationship Manager, Sr

Requisition ID # 168303 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: San Luis Obispo; Monterey; Santa Cruz

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. 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. The mission is to establish PG&E as a key stakeholder in the corporations’ life cycles of demand-side management (IDSM) opportunities: planning and program design, implementation, channel strategy and customer support.

Position Summary

Leads resolution of critical and complex customer issues by working cross-functionally with internal partners such as billing, rates, service planning, interconnections, metering and customer energy solutions (CES). The customer segment of support includes the largest cities and counties in geographic area as assigned. Partners with customer relationship managers (CRM) to support sales and service activities and ensure that customer needs are handled in a timely and professional manner using a team approach. Identifies and implements process improvements and shares best practices to improve customer experience. Build internal and external relationships and functional/segment expertise to meet customer needs. This role is also responsible for coordinating with CRMs to maintain awareness and assist in the facilitation of customer projects or issue resolution in the local division. This role also supports emergency support in an On Call Support position several times throughout the year. This support is generally based near the employee’s home location.

This position is hybrid, working from your remote office and your assigned work location approximately once per week, or more, 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.  

Bay Area: $102,000 - 139,700

OR

California: $97,000​ - 133,100

Job Responsibilities

• Leads resolution of sensitive customer issues by working cross-functionally with internal partners.
• Actively supports energy efficiency leads, demand response enrollments, and customer satisfaction metrics for assigned customer segment.
• Works to resolve complex billing, reliability and service issues that may require close coordination/project management between company and customers. May make recommendations to functional management to resolve these issues.
• Coordinates with local divisional and regional teams and builds awareness to address local community and customer service opportunities and issues.
• As needed, supports outage communications and emergency communications during major events. This may include extended after hours/weekend/holiday support.
• Participates in cross functional process improvement initiatives with system wide impact.
• May provide guidance and training for less experienced CRMs.
• Develops account plans for their customers.
• Identifies and pursues new market and segment opportunities that impact large customer groups to support sales and service activities.
• Organizes communication and outreach for industry sectors and/or campaigns.

Qualifications

Minimum:

• Bachelors Degree or equivalent experience
• Job-related experience, 6 years
• CA Class C License, or equivalent

Desired:

• Masters Degree or equivalent experience
• Salesforce Proficiency
• MS Office Proficiency