Senior Customer Relationship Manager-Flexible Location

Requisition ID # 148322

Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Comms
Work Type: Hybrid
Job Location: Oakland

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.
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Position Summary
Manage business relationships with Commercial customers with a focus on emerging markets within the Food Service segment with total revenue of $56M. 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, Behind The Meter 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: $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 peers, 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 equivalent experience
• Typically requires 6 or more years of relevant experience
• Valid CA Driver’s license. Travel required at 10%

Desired

• Strategic and innovative thinker with proven ability to communicate vision and drive results
• Proven experience with large customers in the food service industry
• Master’s degree

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