Job Description

Department Overview

PG&E's Business Energy Solutions (BES) department, located within the Customer Service organization, is responsible for managing PG&E's relationships with its customers and communities including its commercial, industrial and agricultural customers throughout the PG&E territory. The BES department is focused on being the customer's advocate with all departments within PG&E meet customer needs. The primary focus for the relationship is on safety and reliability, as well as promotion of energy efficiency, demand response, distributed generation options and sustainability programs.

Position Summary

This Business Customer Success Principal position is responsible for serving the role of providing utility support for wholesale/municipal customers with regard to customer advocacy, customer satisfaction, and Public Safety Planned Shutdown (PSPS). The Wholesale/Municipal Strategic Manager will build and maintain relationships with roughly 30 wholesale/municipal customers who are not assigned through normal BES Customer Relationship Manager (CRM) channels, and will focus on operational components. These relationships will be prioritized into segments based on 1) High PSPS probability and consequence, 2) Political risk, 3) Current litigation/complaints/negotiations, new load or high-fire thread districts, and 4) Lower priority groups.

Job Responsibilities

* Provides senior leadership awareness of electric wholesale municipal customer issues
* Partners with ETCM (Electric Transmission Contracts Management) team to ensure a smooth Wholesale/Municipal customer experience and clarity of roles/responsibilities for this unique customer base in order to best become and fulfill the role of being the initial point of contact for this particular group of customers
* Quantifies process improvement efforts such as meeting expectations for other LOB metrics (e.g., CalPA discovery response regarding sustainability for Public-Owned Utilities, PSPS notification language for Transmission customers)
* Works with others in tightening the PM standard and roles associated with this this position along with that of Customer Success Management (CSM), CRM, ETCM, Electric Generation Interconnection (EGI), and Service Planning & Design (SP&D)
* Implements an improved plan for the service and communication/outreach with our wholesale and municipal customers by leading cross functional meetings that may include Customer, Electric Transmission Operations Engineering, Grid Control Center, Local Customer Experience (LCE), BES, EGI and ETCM
* Provides Community Wildfire Safety Program (CWSP) education: Support all aspects of CWSP customer education outreach assignments to the wholesale/municipal customer base
* Completes PSPS Contact Information: On-time & accurate PSPS Contact information review for wholesale/municipal customer base assigned to this role
* Actively engages and supports (as assigned) PSPS events and/or engages and supports assigned customers who are impacted
* Responds to data requests and supports filings (Wild Fire Mitigation Plan, CPUC PSPS Ph. II Decision 20-05-051)
* Supports assigned customers on minimizing clearance impacts, clustering required planned outages when possible, facilitating meetings and communication on system hardening, reliability, etc., and appropriate escalations as needed
* Resolves customer concerns and retain or build wholesale/municipal customer advocacy and trust

Qualifications

Minimum:

* BS or BA degree in business, operations, engineering, finance, marketing or related discipline
* 10 years of relevant experience which may include customer service, customer outreach, account management, communications, marketing, or regulatory relations
* CA Class C License, or equivalent

Desired:

* MBA or MS in business discipline
* Experience in complex Large Enterprise Account issue resolution
* Experience with development of cross functional training
* Experience within DLT with providing excellent community customer service through local issue resolution.
* Experience with Salesforce CRM systems and analytics
* Electric Transmission Customer experience
* Non-Core Gas Customer experience
* Wholesale customer experience
* Generation Customer Experience
* Experience with the Service Planning & Delivery organizational structure and processes, with a focus on large load interconnections and New Business job escalations