Senior Local Customer Relationship Manager-San Francisco/Bay Area Location
2 days ago
Requisition ID# 161518
Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Enterprise Solutions
Work Type: Hybrid
Job Location: San Francisco
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 Business Development (BD) and 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). Customer segment of support includes the largest cities and counties in geographic area as assigned. Partners with CRMs 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 Customer Relationship Managers (CRM's) 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 position will support the San Francisco Division, and will need to be located in the Bay Area Region.
This position is hybrid, working from your remote office and your assigned work location based on business need.
Compensation
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: $102,000
Bay Area Maximum: $152,000
California Minimum: $97,000
California Maximum: $144,000
Job Responsibilities
- Leads resolution of sensitive customer issues by working cross-functionally with internal partners.
- Actively supports CEE sales and customer satisfaction metrics for assigned customer segment.
- Works with CRM 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 Presence Teams/DLT 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 includes 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 specific action plans with customers to support CRMs.
- Identifies and pursues new market and segment opportunities that impact large customer groups to support CRMs with sales and service activities.
- Organizes communication and outreach for industry sectors and/or campaigns.
Qualifications
Minimum
- Bachelor's degree or equivalent experience
- Six years of relevant experience
- Valid CA driver's license
Desired
- Master's degree
- Salesforce Proficiency
- MS Office Proficiency
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