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Client Management Specialist

2 months ago

Norristown, Pennsylvania, United States PJM Inc Full time
About the Role

The Client Manager provides exceptional client management to PJM member companies and other stakeholders, serving as the primary point of contact for service and inquiries. This role is part of the Knowledge and Readiness team, working closely with internal and external customers to develop and provide written solutions, marketing, and communication strategies.

Key Responsibilities
  • Design and develop strategies to gain insight into member issues, concerns, and priorities, enhancing customer experience.
  • Handle complex member inquiries, issues, and communication requests, ensuring timely and accurate responses.
  • Capture member input accurately and use it to influence and improve the customer experience, including improvements to PJM's tools, processes, and services.
  • Participate in a team that serves as the primary point of contact for members, ensuring ongoing communication and building effective working relationships.
  • Receive and execute member process requests accurately and timely, providing strategic technical and development support of PJM systems and applications.
  • Communicate with member company representatives on various issues, representing PJM effectively to ensure total customer satisfaction.
  • Identify topics, trends, and evaluate customer behavior, preparing FAQs and written communications to ensure accuracy and consistency in responses.
  • Develop and prepare Knowledge Articles and strategic marketing plans, ensuring effective use of the Salesforce system to manage customer information.
  • Manage multiple concurrent objectives, projects, groups, or activities, working independently and collaboratively across functional groups.
  • Conduct secondary research into customer issues and interactions, industry trends, and PJM initiatives in support of PJM's account management and customer strategy.
  • Maintain knowledge of the energy business environment, objectives, and requirements relative to individual customers and customer segments.
Requirements
  • Bachelor's degree in Computer Science, Business Administration, Marketing, Engineering, Economics, Accounting, or equivalent work experience.
  • At least 5 years of experience in a Customer Service related position in a high technology industry.
  • At least 5 years of experience in Marketing, Market Research, and Data Analytics.
  • Ability to produce high-quality work products with attention to detail.
  • Ability to communicate effectively in a team environment.
  • Experience in quantitative and qualitative analysis.
  • Ability to use Microsoft Office Suite (MS-Word, MS-Excel, and MS-PowerPoint).
  • Ability to apply expertise in solving new and complex problems and developing innovative strategies.
Preferred Qualifications
  • MBA, Business Administration.
  • At least 4 years of experience in executive account management, market research, electric, financial, or other complex industries.
  • At least 5 years of experience in customer service solving complex problems.
  • Experience with PJM operations, markets, and planning functions.
  • Experience supporting any of PJM Committees.
  • Experience with PJM's customer relationship management system (Microsoft CRM and )
  • Previous experience with PARDOT or Communication Programs.