Description
Primary Purpose:
Provides leadership and coordinates the work product for team of account executives that manages relationships with large and commercial, industrial and public sector customers throughout the Company's service territory. Oversees the Account Executive's to ensure activities support the mission, vision, strategic plan, goals and management decisions and specifically to lead team to develop best business practices, forge strong working relationships and provide excellent customer service to SDGE's largest and complex commercial, industrial, public sector and/or Energy Markets customers. Acts as a lead Account Executive including managing all customer's operational service-related demands including supporting customers during Public Safety Power Shutoffs or other emergency situations such as customer outages or EOC activations.Duties and Responsibilities:
- Builds and manages trusting, long-term and productive working relationship with an assigned portfolio of major customer and acts as an overall energy expert. Interprets company policies and regulatory tariffs and applies these appropriately to customers and their services. Proactively proposes strategies, solutions, tactics and new program ideas to ensure customer commitment on various program offerings (Energy Efficiency, Demand Response, Clean Transportation) or other services. Educates customers on regulatory, legislative and rate changes. Manages the customer issue resolution process to ensure a positive outcome that is mutually beneficial. Maintains an active and effective presence in trade organizations related to assigned customers to monitor market/industry changes. Job performance will also be measured on successfully achieving targeted business results on the timetables established. Must maintain a level of contact and care with all customers while focusing their most intensive efforts on managing those accounts with the most immediate challenges and most promising opportunities. Regularly maintains a detailed customer information database and reports on metrics using a CRM and other tools.
- Manages and provides leadership to a team of account executives including assigning, directing and reviewing work product, training, managing performance and promoting. Coaches, counsels and motivates employees; evaluates employees; implements disciplinary action as needed. Assigns team members based on assigned subject matter areas to collect and provide information and support various company initiatives, regulatory proceedings and reports. Provides support to department manager to ensure the department's priorities and strategic objectives are in alignment and supportive of the company's overall strategic vision and goals by establishing department and individual goals that are consistent with and promote the company's goals and objectives of delivering superior customer service.
- Manages and leads the development, implementation and execution of customer issue resolution process within the department. Provides leadership by modeling best practices and develops departmental best practices and procedures that will increase efficiency, production and employee engagement & satisfaction. Identify opportunities to enhance SDG&E's customer satisfaction and favorability with all stakeholders. Effectively serves, as needed as, an internal liaison between the utility and customers to consult on cross-functional customer service issues and contribute to the development of solutions for shared problems, building and maintaining positive collaborative relationships across multiple internal business units including but not limited to: Customer Care, Customer Programs, Regional Operations personnel, Outreach, Billing, Regional Public Affairs, Community Relations, Marketing & Communications, Electric Distribution and Operations, Design and Project Management, Transmission, Regulatory, Legal, Electric System Planning and Electric Engineering.
- Performs other duties as assigned (no more than 5% of duties).
Qualifications
Hybrid Schedule:
- Although the schedule may vary, typically this will allow the employee to work onsite three days per week and remotely on the remaining workdays.
- Must reside in Southern California or be willing to relocate upon hire.
Required Qualifications:
- Bachelor's Degree Engineering, Business, Marketing, Finance, Public Affairs, Communications or other related field of study or equivalent training and/or experience.
- 6 years - Experience in customer service, account management, billing, regulatory, sales position, or related experience, including utility or electric industry experience.
- Knowledge of overall Company operations and customer offerings, departmental operations and related processes including natural gas and electric end-use applications and equipment.
- Demonstrated ability to clearly articulate technical and non-technical information and convey messages across audiences, including executive level, utilizing formal and informal communication modes such as presentations, written documents, and one-on-one conversations.
- Demonstrated knowledge of customer management with understanding of customer attitudes and needs and how customers make purchasing decisions (i.e., operational needs, financial/pay-back requirements, budgeting cycles, technological preferences and biases, etc.).
- Demonstrated ability to perform qualitative and quantitative analysis for customer projects that have a variety of alternative options. Working knowledge of the technical and economic impacts to the customer for the implementation of various energy options for their equipment. Able to provide input to the customer for various rates, tariff options and energy programs.
- Project management principles knowledge including managing scope, schedule, budget, risks, compliance.
- Working knowledge and understanding of computers, Windows applications (Word, Excel, PowerPoint, Visio, Sharepoint), and customer database software.
- Must reside in Southern California or be willing to relocate upon hire.
- We offer a hybrid work environment. Although the schedule may vary, typically this will allow you to work from the office three days per week and work remotely on the remaining workdays.
- Travel is required within the service territory to various company locations in addition to potential travel outside of the territory to attend meetings, training and conferences.
- May be required to work outside normal business hours during emergency situations such as customer outages or Emergency Operations Center (EOC) activations
Preferred Qualifications:
- 1 year - Experience in leading cross-functional teams and handling all aspects of employee management, including performance management, training and development.
- Certified Energy Manager (CEM).
Contact
San Diego Gas & Electric
8326 Century Park Ct
San Diego
California United States
www.sdge.com
From the same organization
17 Jul, 2024
5 May, 2024
