The Client Manager provides client management to PJM member companies and other stakeholders. The 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 Client Manager member of the Knowledge and Readiness team will work with internal and external customers, developing and providing written solutions, marketing and communication solutions to customers. The Client Manager is responsible for designing and developing a broad range of strategies to gain insight on member issues, concerns and priorities in order to increase customer experience. The Client Manager handles complex member inquiries/issues/ communication requests ensuring timely responses and accurate solutions. The Client Manager Knowledge and Readiness member ensures that the Member's input is captured accurately and used to influence and improve the customer experience including improvements to PJM's tools, processes, and services. This position reports directly to the Manager, Client Management.
 

Essential Functions:

• Responsive to regulation required communication requests.

• Participate on a team which serves as the primary point of contact for members, ensures ongoing communication, and builds effective working relationships.

• Receive and assist in the execution of member process requests (i.e., generation transfer, interconnections, DOA, demand bids, etc) accurately and timely.

• Provide strategic technical and development support of PJM systems and applications that support member processes.

• Communicate with member company representatives on a wide variety of issues and represent PJM effectively to ensure total customer satisfaction with external customers.

• Identify topics, trends and evaluate customer behavior. Prepare FAQs and other written communications to ensure accuracy and consistency in responses, develop and prepare Knowledge Articles, and strategic marketing plans.

• Ensure effective use of the Salesforce system to manage customer information and use that information to enhance the customer experience

• Develop strategies that meet an individual client’s 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 collaboratively across functional groups, and use effective judgment in prioritizing and time allocation.

• Conduct secondary research into customer issues and interactions, industry trends and PJM initiatives in support of PJM’s account management and customer strategy.

• Maintain knowledge of the energy business environment, objectives and requirements relative to individual customers and customer segments and use that knowledge to develop comprehensive solutions that benefit PJM and its customers

• Provide value-added 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.

• Provide representation at PJM conferences and other industry events, act as host to PJM visitors, and present information to groups with the appropriate degree of formality.

Characteristics and Qualifications:

Required

• Bachelors in Computer Science, Business Administration, Marketing, Engineering, Economics, Accounting or equivalent work experience

• At least 5 years of experience in a Customer Service related position in a high technology industry

• At least 5 years of experience in Marketing, Market Research and Data Analytics

• 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

• Ability to develop and execute on complex marketing strategies

Preferred:

• MBA, Business Administration

• At least 4 years of experience executive account management, market research, electric, financial or other complex industries

• At least 5 years of experience customer service solving complex problems

• 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)

• Previous experience with PARDOT or Communication Programs