Manages accounts of customers with substantial energy usage such as commercial or industrial consumers, universities, and local municipalities.
Key Customer Manager
Key Job Information
Key Customer Manager, P3
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Requires in-depth knowledge and experience.
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Uses best practices and knowledge of internal or external business issues to improve products or services.
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Solves complex problems; takes a new perspective using existing solutions.
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Works independently; receives minimal guidance.
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Acts as a resource for colleagues with less experience.
Key Responsibilities
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Customer Relations Manages customers with complex technical distribution systems and needs; builds strategic partnerships between PGE and a select portfolio of customers to ensure highly productive and high-value customer relationships; ensures PGE is meeting all customer needs and expectations so that PGE is held in the highest regard; develops relationships with the customer's decision-makers; provides exceptional service, technical guidance, leadership, expertise and creative solutions; educates customers about the various rates and regulatory environment, service improvements and production/energy efficiency opportunities; negotiates terms and agreement details.
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Customer Intelligence Develops and maintains thorough understanding of the customer's business, industry and energy needs for the managed portfolio of customers; gathers critical information about customer interests and industry so that better products to meet customer needs can be developed.
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Strategic Plans Develops and maintains strategic account plans and annual joint work plans for complex accounts and delivers annual service reports for each customer; supports initiatives for process and other improvements that impact the team or impact key customers at a group level; packages and delivers innovative solutions.
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Customer Service Assessment Analyzes and evaluates PGE's reliability for customers in the managed portfolio, advocates for cost-effective improvements and solves problems.
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Internal Relations Coordinates with internal PGE personnel as necessary (e.g., billing, rates, contracts, construction, outages and reliability) to respond to all customer needs; serves as the internal PGE expert for assigned customers and their industry and advocates for customer needs; works with internal PGE partners on issue resolution, program development, policy development and proposal evaluation; briefs management on major customer issues and developments for assigned customer accounts.
Education/Experience/Certifications
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Requires a bachelor's degree in engineering or other related field or equivalent experience.
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Typically, five or more years in an electric utility, account management or related field.
Competencies (Knowledge, Skills, Abilities)
Functional Competencies
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Advanced knowledge of utility operations and business, including regulatory requirements, account management, business principles, electricity fundamentals, pricing and power cost fundamentals.
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Intermediate knowledge of how PGE's transmission and distribution system works.
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Intermediate knowledge of business energy efficiency technologies, systems, concepts, practices, energy savings calculations and modification strategies.
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Working knowledge of contract law and administration and risk analysis.
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Working skills in negotiating contracts.
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Advanced skills in protecting customer's confidential information.
General Competencies
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Intermediate analytical thinking skills.
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Advanced customer focus skills.
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Intermediate decision-making skills.
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Advanced diplomacy skills.
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Intermediate enterprise/business awareness skills.
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Intermediate presentation and facilitation skills.
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Intermediate problem-solving skills.
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Intermediate written and oral communication skills.
Senior Key Customer Manager
Key Job Information
Senior Key Customer Manager, P4
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Requires specialized depth and/or breadth of expertise.
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Interprets internal or external business issues and recommends best practices.
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Solves complex problems; takes a broad perspective to identify innovative solutions.
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Works independently, with guidance in only the most complex situations.
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May lead functional teams or projects.
Key Responsibilities
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Customer Relations Manages complex accounts, which are customers with higher technical needs, more complex distribution systems, higher reliability concerns or other sensitivities; builds strategic partnerships between PGE and a select portfolio of customers to ensure highly productive and high-value customer relationships; ensures PGE is meeting all customer needs and expectations so that PGE is held in the highest regard; develops relationships with the customer's decision-makers; provides exceptional service, technical guidance, leadership, expertise and creative solutions; educates customers about the various rates and regulatory environment, service improvements and production/energy efficiency opportunities; negotiates terms and agreement details.
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Customer Intelligence Develops and maintains deep understanding of the customer's business, industry and energy needs for the managed portfolio of customers; gathers critical information about customer interests and industry so that better products to meet customer needs can be developed.
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Strategic Plans Develops and maintains strategic account plans and annual joint work plans for highly complex accounts and delivers annual service reports for each customer; leads or supports initiatives for process and other improvements that impact the team or substantially impact key customers at a group level; packages and delivers innovative solutions.
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Customer Service Assessment Leads a team or personally analyzes and evaluates PGE's reliability for customers in the managed portfolio, advocates for cost-effective improvements and solves problems.
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Internal Relations Mentors new team members or those with less experience; coordinates with internal PGE personnel as necessary (e.g., billing, rates, contracts, construction, outages and reliability) to respond to all customer needs; serves as a team lead and as the internal PGE expert for assigned customers and their industry and advocates for customer needs; serves as an authority and works with and advises internal PGE partners on issue resolution, program development, policy development and proposal evaluation; briefs management on major customer issues and developments for highly complex customer accounts.
Education/Experience/Certifications
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Requires a bachelor's degree in engineering, business or other related field or equivalent experience.
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Typically, eight or more years in an electric utility, account management or related field.
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Requires a valid driver's license and a history of safe driving practices.
Competencies (Knowledge, Skills, Abilities)
Functional Competencies
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Advanced knowledge of utility operations and business, including regulatory requirements, account management, business principles, electricity fundamentals, pricing, and power cost fundamentals.
-
Advanced knowledge of how PGE's transmission and distribution system works.
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Advanced knowledge of business energy efficiency technologies, systems, concepts, practices, energy savings calculations and modification strategies.
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Working knowledge of contract law and administration and risk analysis.
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Intermediate skills in negotiating contracts.
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Advanced skills in protecting customer's confidential information.
Portland General Electric Company
121 SW Salmon St
Portland
Oregon United States
www.portlandgeneral.com
