We're hiring for a position open to both Senior and Principal Level candidates. The level will be determined based on the successful applicant's qualifications, experience, and demonstrated skills during the interview process.

Senior Key Customer Manager / Principal Key Customer Manager

Job Function Summary

Manages accounts of customers with substantial energy usage such as commercial or industrial consumers, universities, and local municipalities.

Senior Key Customer Manager

Key Job Information

Senior Key Customer Manager, P4

• Requires specialized depth and/or breadth of expertise.
• Interprets internal or external business issues and recommends best practices.
• Solves complex problems; takes a broad perspective to identify innovative solutions.
• Works independently, with guidance in only the most complex situations.
• May lead functional teams or projects.

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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

• Requires a bachelor's degree in engineering, business or other related field or equivalent experience.
• Typically, eight or more years in an electric utility, account management or related field.
• Requires a valid driver's license and a history of safe driving practices.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

• 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.
• Advanced knowledge of business energy efficiency technologies, systems, concepts, practices, energy savings calculations and modification strategies.
• Working knowledge of contract law and administration and risk analysis.
• Intermediate skills in negotiating contracts.
• Advanced skills in protecting customer's confidential information.

General Competencies

• Advanced analytical thinking skills.
• Advanced customer focus skills.
• Advanced decision-making skills.
• Advanced diplomacy skills.
• Intermediate enterprise/business awareness skills.
• Intermediate presentation and facilitation skills.
• Advanced problem-solving skills.
• Intermediate written and oral communication skills.

Principal Key Customer Manager

Key Job Information

Principal Key Customer Manager 6719

• Requires a recognized expert within the company.
• Anticipates internal and or external business challenges and vendor and/or regulatory issues; recommends process, product, or service improvements.
• Solves unique and complex problems that have a broad impact on the business.
• Progression to this level is restricted based on business requirements.

Key Responsibilities

• Customer Relations Serves as an expert in managing highly complex key customer accounts that face unique distribution and reliability problems and have ongoing construction that spans years with high growth potential and executive engagement; understands the wholistic impact of a customer relationship and builds trusted relationships working directly with customer's senior management; leads teams to provide the highest and best service to key customers; communicates complex concepts to customers, including executives; serves a critical role to retain large customers that are highly coveted by PGE competitors.
• Customer Intelligence Maintains expertise in key customer's business, industry, and energy needs; provides regular and informative intelligence to PGE's product development organization on product needs in the market for PGE customers; participates on committees for products representing the key customer perspective.
• Strategic Plans Orchestrates the development of innovative, creative, and cost-effective strategies to solve unique problems of key customers that are of a very complex nature; as a recognized expert in customer account management, effectively executes plans to achieve desired results and retain high-revenue customers.
• Customer Service Assessment Provides expert analysis and evaluation of PGE's reliability for key customers; facilitates internal teams, often including executives, to meet demanding customer expectations with significant consequences if not met.
• Internal Relations Leads officer interactions, preparing them for meetings with customers that represent a substantial portion of PGE's revenue; communicates complex concepts to internal partners, including executives; serves as a mentor and is a resource for lower career level key customer managers; leads complex and large cross-functional teams for projects that may span years.

Education/Experience/Certifications

• Requires a bachelor's degree in engineering or other related field or equivalent experience.
• Typically, 12 or more years in an electric utility, account management or related field.
• Requires a valid driver's license and a history of safe driving practices.

Competencies (Knowledge, Skills, Abilities)

Functional Competencies

• Expert knowledge of utility operations and business, including regulatory requirements, account management, business principles, electricity fundamentals, pricing, and power cost fundamentals.
• Expert knowledge of how PGE's transmission and distribution system works.
• Expert knowledge of business energy efficiency technologies, systems, concepts, practices, energy savings calculations and modification strategies.
• Expert knowledge of contract law and administration and risk analysis.
• Intermediate skills in negotiating contracts.
• Expert skills in protecting customer's confidential information.

General Competencies

• Expert analytical thinking skills.
• Expert customer focus skills.
• Expert decision-making skills.
• Expert diplomacy skills.
• Expert enterprise/business awareness skills.
• Expert presentation and facilitation skills.
• Expert problem-solving skills.
• Expert written and oral communication skills.

Required for both Levels

Physical and Cognitive Demands

Cognitive Level Substantial: Consistent use of logic or scientific thinking to define problems, collect information, establish facts, and draw valid conclusions (for example, engineer, HR director, plant manager, etc.).

• Ability to adhere to set response times, deadlines, and time-sensitive tasks.
• Ability to follow accuracy standards.
• Ability to follow through on decision-making tasks.
• Ability to interact effectively and collaboratively within a team environment.
• Ability to communicate and problem solve when under stress.
• Ability to respond and adapt to frequent change.
• Ability to accept and demonstrate self-awareness when provided constructive feedback.
• Ability to discern feedback and acknowledge ownership of areas of improvement.
• Ability to avoid future mistakes by applying reasonable skills to new but similar work situations or tasks.
• Ability to successfully collaborate with peers, managers and others within the organization Demonstrates sound memory.
• Ability to process new information to be applied consistently to work tasks.

Schedule/Attendance

• Ability to adhere to pre-established schedule, including start/stop time and break/lunch schedule.
• Ability to work long hours.
• Ability to work a variable schedule.
• Ability to report to work and perform work during periods of severe inclement weather.
• Ability to consistently meet attendance standards for regular, reliable, predictable, full-time attendance.
• Ability to work shift schedule.
• Ability to work on-call schedule.

Physical Capabilities

• Driving/travel/commute: Daily within service territory - Frequently (at least once a week or more)
• Computer use (use computer regularly for entire work shift)
• Lifting/pushing/pulling: Up to 50 lb
• Carrying: Up to 50 lb
• Unstable surfaces requiring balance (i.e., moving equipment, boats) (check all that apply):
  • Stairs (over 10 steps)

Environment - Indoor/Outdoor

• Office
• Plant
• Field

PGE supports hybrid flexible work arrangements; and will have a combination of in-the-office and working offsite. This individual will need to be located within 75 miles from job location and will need to work in-the-office at least one day a week. However, these arrangements may change due to business needs or changes in responsibility.

#LI-CU1

#Hybrid