Sr (Lead) Client Manager I (II)

Flexible Work Arrangement: Hybrid
The Sr. Client Manager provides Client Management support to PJM member companies and other stakeholders. The Sr. Client Manager is part of a team which serves as the primary point of contact to provide service to these companies and respond to inquiries and requests received through multiple customer channels. The Sr. Client Manager uses both responsive and initiative-taking approaches, utilizing sophisticated business- to - business strategies, including deep product knowledge and industry knowledge, establishing strategic internal relationships to support knowledge and expertise, when needed. The Client Manager will serve as the primary point of contact for both assigned member accounts and unassigned. The Sr. Client Manager is responsible for adopting and designing a broad range of strategies to gain insight on member issues, concerns, and priorities to maintain and improve the customer experience. The Sr. Client Manager manages complex member inquiries, and issues, ensuring timely responses and accurate solutions. The Sr. Client Manager ensures that the Member's input is captured accurately within PJMs tools, including Salesforce, to be used to influence enhancements to tools, processes, and services.
The Client Manager will also perform data analytics, perform secondary research, and utilize data visualization tools.
Required, mastery in Excel, competency in Power BI and Tableau. Must have excellent verbal and written skills, executive level presentation skills, and the ability to work with C-Suite level executives from member companies.
This position reports directly to the Manager, Client Management.
Essential Functions:

• Participate on a team which serves as the primary point of contact for assigned member, ensures ongoing communication, and builds effective working relationships.
• Receive and process complex member inquiries and/or complaints and ensure timely and complete resolution of customer issues.
• May receive and support the execution of member process requests (i.e., generation transfer, interconnections, DOA, demand bids, etc.) accurately and timely.
• Provide support for PJM systems and applications that support member/ customer processes.
• Track all customer inquiries and issues in Salesforce.
• Communicate with member company representatives on a wide variety of topics and issues and represent PJM effectively to ensure a positive and effective customer experience with external customers.
• Identify topics and frequently asked questions to ensure accuracy and consistency in responses, utilize Knowledge Articles, and the Member Communities.
• Ensure effective use of the Salesforce system to manage customer information and use that information to enhance customer relationships.
• Develop strategies that meet an PJM customer needs and expectations, while at the same time accomplishing PJM’s mission and safeguarding the interests of all PJM stakeholders.
• Manage multiple concurrent objectives, projects, groups or activities. Work independently and use effective judgment in prioritizing and time allocation.
• Conduct research into customer issues and interactions, industry trends and PJM initiatives in support of PJM’s and Client Management’s account management strategy.
• Maintain knowledge of the business and industry environment, objectives and requirements relative to individual customers and customer segments and use that knowledge to develop comprehensive solutions that benefit PJM and its membership.
• Provide value-added information on products and services to the customer and manage expectations. Measure the value of work from the customer’s perspective. “Customer” encompasses internal PJM business contacts as well as PJM Members and other external stakeholders.
• Conduct visits to members annually, ensuring relationships are strong and both member and PJM are working collaboratively.
• Develop and maintain a growth mindset, knowledge seeking, excellence and collaboration.

Characteristics and Qualifications:
Required:

• Bachelor's degree in Economics, Engineering, Finance, Business Administration, Marketing, Energy/Economic Policy, Mechanical or equivalent work experience
• 4-8 years experience with strategy development, B2B Commercial Client Management in energy related fields or business development or management consultancy
• Ability to produce high-quality work products with attention to detail
• Ability to communicate effectively in a team environment
• Experience in quantitative and qualitative analysis
• Experience using verbal and written communications skills
• Ability to use Microsoft Office Suite (MS-Word, MS-Excel and MS-PowerPoint)
• Ability to apply expertise in solving new and complex problems and developing innovative strategies

Preferred

• MBA, Business Administration Engineering Management, Economics, Marketing
• At least 5 years of experience strategic initiatives in a business to business environment, executive account management in energy related fields, engineering sales or legal background in energy
• Experience with PJM operations, markets, and planning functions
• Experience supporting any of PJM Committees
• Experience with PJM’s customer relationship management system (Microsoft CRM and Salesforce.com)