Senior Local Customer Relationship Manager

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 CES. 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.

Job Responsibilities

• Leads resolution of sensitive customer issues by working cross-functionally with internal partners.
• Actively supports energy efficiency leads, demand response enrollments, and customer satisfaction metrics for assigned customer segment.
• Works 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 divisional and regional teams 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 may include 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 account plans for their customers.
• Identifies and pursues new market and segment opportunities that impact large customer groups to support sales and service activities.
• Organizes communication and outreach for industry sectors and / or campaigns.

Qualifications

Minimum :

Desired :