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Client Manager
Audubon, PAJPC Partners is looking for a Client Manager that will provide customer service to member companies and other stakeholders. The Client Manager is part of a team which serves as the primary point to provide service to these companies and respond to inquiries and requests received through multiple customer channels. The Client Manager responds to customer inquiries, calling on support of Knowledge Managers and Subject Matter Experts (SME) in other departments as needed; and serves as the primary point of contact for assigned member companies. The Client Manager is responsible for designing and developing a broad range of strategies to gain insight into member issues, concerns and priorities in order to increase customer satisfaction in dealing with the organization. The Client Manager handles complex member inquiries/issues/requests ensuring timely responses and accurate solutions. The Client Manager ensures that the Member's input is captured accurately and used to influence enhancements to the tools, processes, and services.
MUST HAVE REQUIREMENTS
MUST HAVE REQUIREMENTS
- Excellent verbal and written communication skills and executive presentation skills
- Fast-paced with a proven sense of urgency
- Leadership capabilities
- Ability to clearly communicate technical and engineering matters in plain language
- Understanding of marketing and communication concepts
- 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.
- Receive and execute member process requests (i.e., generation transfer, interconnections, DOA, demand bids, etc.) accurately and timely.
- Provide technical and development support of company systems and applications that support member processes.
- Track all customer inquiries and issues in Salesforce.
- Communicate with member company representatives on a wide variety of issues and represent the company effectively to ensure total customer satisfaction 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 individual client’s needs and expectations, while at the same time accomplishing the company mission and safeguarding the interests of all 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 initiatives in support of the company account management strategy.
- Maintain knowledge of the business environment, objectives and requirements relative to individual customers and customer segments and use that knowledge to develop comprehensive solutions that benefit the company and its membership.
- 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 business contacts as well as company Members and other external stakeholders.
- Conduct visits to members annually, ensuring relationships are strong and both member and company are working collaboratively.
- Provide representation at conferences and other industry events, act as host to visitors, and present information to groups with the appropriate degree of formality.
- Bachelor’s degree in Corporate Communications in a technical field, Marketing, Client Management, Customer Experience, Marketing & Computer Sciences, or equivalent work experience
- At least 5 years of experience in a client management, high level client services, related position in a high technology field
- Ability to produce high-quality work products with attention to detail
- Ability to communicate effectively in a team environment
- Executive presentation skills
- Research capabilities
- Experience in quantitative and qualitative analysis
- Strong verbal and written communication 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
- MBA or 4+ years relevant experience in the electric or finance industry
- At least 5 years of experience in customer experience and client management solving complex problems
- Experience with energy operations, markets, and planning functions
- Experience supporting Committees
- Previous experience with Pardot
- Experience with customer relationship management systems (Microsoft CRM and Salesforce.com)