Client Manager I

1 day ago

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

We are seeking a highly skilled Client Manager I to join our team at PJM Inc. As a Client Manager I, you will be responsible for providing exceptional client management services to our member companies and other stakeholders.

Key Responsibilities
  • Provide responsive communication to regulation required requests.
  • Participate in a team that serves as the primary point of contact for members, ensuring ongoing communication and building effective working relationships.
  • Receive and assist in the execution of member process requests accurately and timely.
  • Provide strategic technical and development support of PJM systems and applications that support member processes.
  • Communicate with member company representatives on a wide variety of issues and represent PJM effectively to ensure total customer satisfaction with external customers.
  • Identify topics, trends, and evaluate customer behavior. Prepare FAQs and other written communications to ensure accuracy and consistency in responses, develop and prepare Knowledge Articles, and strategic marketing plans.
  • Ensure effective use of the Salesforce system to manage customer information and use that information to enhance the customer experience.
  • Develop strategies that meet an individual client's needs and expectations, while at the same time accomplishing PJM's mission and safeguarding the interests of all PJM stakeholders.
  • Manage multiple concurrent objectives, projects, groups, or activities. Work independently and collaboratively across functional groups, and use effective judgment in prioritizing and time allocation.
  • 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 and use that knowledge to develop comprehensive solutions that benefit PJM and its customers.
  • Provide value-added products and services to the customer and manage expectations. Measure the value of work from the customer's perspective. "Customer" encompasses internal PJM business contacts as well as PJM Members and other external stakeholders.
  • Conduct visits to members annually, ensuring relationships are strong and both member and PJM are working collaboratively.
  • Provide representation at PJM conferences and other industry events, act as host to PJM visitors, and present information to groups with the appropriate degree of formality.
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.
  • Experience using verbal and written communications skills.
  • 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.
  • Ability to develop and execute on complex marketing 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.

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