Senior Customer Accounts Manager – Remote | WFH

Are you passionate about creating a future free from the reliance on fossil fuels? Do you thrive in a fast-paced environment, value collaborative team culture, and equally enjoy providing exceptional customer service and fostering strong relationships with government agencies?

If you excel at working with public agencies to drive regional initiatives, this could be the perfect opportunity for you! Apply quickly, as this position may close once we’ve received a sufficient number of qualified applicants.

This role is available at our Monterey or San Luis Obispo office locations. Please indicate your preferred location on your application.

About The Role

As a Senior Customer Accounts Manager, you’ll work closely with the Manager of Customer Accounts and Services, responsible for building and nurturing lasting relationships with our key customer accounts and municipal partners.

Your primary focus will be ensuring customer satisfaction and retention by understanding the unique needs of our key accounts related to our energy programs. You’ll maintain positive relationships with all our customers and assist with relevant enrollment activities and outreach events as necessary.

In this role, you’ll support the Manager of Customer Accounts and Services in strategic outreach to our municipal partners, large customers, and other customer engagement initiatives related to billing operations within our assigned service area.

You’ll manage relationships with City and County agencies that form our Joint Powers Authority, as well as various commercial and industrial accounts across multiple counties.

THE IDEAL CANDIDATE

The ideal candidate is proactive and innovative, consistently exploring new ways to identify and address systemic customer relationship issues as they arise, while developing strategies to provide exceptional value to our customers, including promoting new programs.

You’ll have well-established relationships with governmental or community leaders in our service area and a proven ability to build trusted relationships with customers.

You’re self-directed, adept at navigating difficult conversations with grace, and can represent our organization with strong public speaking, governmental affairs, and sales skills.

About Us

We are a Community Choice Aggregation agency established by local communities to source clean and renewable electricity for customers in Monterey, San Benito, Santa Cruz, San Luis Obispo, and Santa Barbara counties.

Our board of directors represents local city and county governments throughout the Central Coast region. We are committed to reducing greenhouse gas emissions through local control of utility-scale renewable electricity generation provided at competitive rates, and the implementation of innovative energy programs that facilitate the electrification of transportation and the built environment.

We promote long-term electric rate stability, energy security, and reduced reliance on fossil fuels, while stimulating the local economy. We are dedicated to serving the unique needs of our diverse community and achieving economic and environmental benefits through the advancement of renewable energy.

EXAMPLE DUTIES

• Manage strategic accounts, including large commercial, industrial, and municipal customers.
• Act as the primary point of contact for key commercial accounts during our enrollment of new customers.
• Stay informed and educated about current and upcoming rate structures and tariffs relevant to commercial, industrial, and municipal customers.
• Responsible for the retention of key commercial customers within your assigned service area.
• Identify, advocate for, and support the implementation of solutions to deficiencies in the services provided to our customers.
• Provide updates regarding our operations and broader Community Choice Aggregation initiatives to key account staff and others as needed.
• Identify and recommend solutions to increase customer retention and satisfaction with our services and tariffs.
• Conduct customer follow-up as needed, including providing cost comparisons for strategic accounts.
• Provide support and guidance for Account Representatives and other staff on account or program-related issues.

Qualifications

Knowledge of:

• Electric utility rules, tariffs, bill design, and terminology.
• Account services, customer service, and program management principles.
• Advanced principles of customer service.
• Communication principles and practices.
• CRM systems (e.g., Salesforce), Microsoft Office Suite (Word, Excel, PowerPoint), and Adobe Acrobat.

Ability To

• Effectively interact with city and county agencies, commercial and industrial customers, local community groups, and organizations.
• Demonstrate strong communication and interpersonal skills with an aptitude for building relationships with professionals at all organizational levels.
• Exercise sound judgment, creative problem-solving, and commercial awareness.
• Manage projects and time efficiently; adept at multi-tasking in a fast-paced environment.
• Be self-motivated with a strong drive to retain and build customer base, track and resolve issues quickly and effectively.
• Take responsibility and work independently, as well as coordinate team efforts.
• Demonstrate patience, tact, and courtesy with a variety of customers and personalities.

Education

• Bachelor’s degree from an accredited college or university in Business Administration, Engineering, Communications, or a related field.

Experience

• Four (4) years of experience in Account Services, energy industry operations, and/or commercial account management, Business-to-Business Sales.

Licenses

• Possession and continued maintenance of a valid class C California driver’s license, safe driving record, and evidence of insurance.

Highly Desirable

• Bilingual in English and Spanish.

SUPPLEMENTAL INFORMATION

• We reserve the right to close this recruitment at any time based on the number of applicants.
• Hybrid work schedule as designated by the CEO: Current remote workdays are scheduled on Mondays and Thursdays, or employees may elect to work a 9/80 work schedule with alternating Fridays or Mondays off.
• We offer a competitive benefits structure to our full-time employees, including:
• Retirement: Employees contribute 10% of their salary on a pre-tax basis towards the PARS retirement system. Employer contributes 10% towards PARS.
• Health Insurance: We pay $1600.00 towards employee and family medical, dental, and vision. We contribute up to $2400 annually towards flexible spending benefits and $3600.00 towards HRA.
• Health & Wellness: We contribute $1,000 per fiscal year for health, wellness, and EV reimbursement.
• Deferred Compensation: We offer 457 deferred compensation plans.
• Paid Time Off (PTO): Accrued in accordance with tenure, with a 160-hour cap.
• Cell Phone Allowance: This position is eligible for a $50.00 monthly cell phone allowance.

Application And Selection Process

Candidates who fail to submit a complete application packet by the filing deadline will not be considered or move forward in the selection process.

We are not responsible for the failure of internet forms and/or email transmission in submitting your application packet.

We are an Equal Opportunity Employer.

Employment Type: Full-Time