Customer Retention Manager jobs in Santa Rosa, CA

Requisition ID # 156432 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Fort Bragg

Department Overview

Position Summary

Manages business relationships with assigned Commercial, Industrial, and Agricultural (CIA) customers, state and local government customers, trade professionals, and business groups and associations. Acts as primary point of contact for customers service related issues and needs. Promotes and sells PG&E products and services to customers along with the coordination of appropriate economic attraction/retention or competitive issues. Informs and advises customers on regulatory and legislative issues and other matters that have a direct impact.

This position is hybrid, working from your remote office and Fort Bragg, CA based on business needs.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

A reasonable salary range is:

Bay Area Minimum: $71,000.00
Bay Area Maximum: $107,000.00
 

Job Responsibilities

• Resolves billing, reliability and service issues for residential and SMB customers. Participates in identifying solutions and may participate in cross functional teams looking into process improvement.
• Participates in Chamber/Community events, answering questions and representing company
• Leverages / utilizes case process to resolve customer issues
• Performs primary role of Customer Care Customer Strategy Officer at any level and is knowledgeable of Incident Command System policy and procedures. Performs the key role of communication lead for internal and external stakeholders
• Customer Strategy Officer (CSO) Assignment - On Call Assignment to respective division
• Performs all PSPS responsibilities to assigned division
• Utilizes consultative sales techniques and action plans to maximize current and future sales success
• Proactively manages ongoing relationships with customers. Identifies decision-makers and navigates and manages the decision-making process
• Identifies and understands customer needs and problems, industry landscape, and risks and opportunities of multiple customer segments, channels, or technologies.
• Determines potential programs or solutions which will benefit customers

Qualifications

Minimum:

• Bachelors Degree or equivalent experience
• Relevant experience, 3 years
• Record of Clean Driving
• ~Travel availability, frequent driving

Desired: