Customer Energy Solutions Program Manager

Strategic Government Resources, Inc.; Georgetown (TX); Hybrid; USD 101,000 - 127,000; Full time

Job summary

Gulfshoresal in Georgetown, TX is seeking a Customer Energy Solutions Program Manager to lead the performance of the group, manage key accounts, and drive Energy Efficiency & Conservation (EE&C) and Distributed Energy Resources (DER) programs to high standards of compliance and service delivery.

In this role you will supervise and develop a cross-functional team, collaborate with internal and external stakeholders, and coordinate budgets, reporting, and strategic planning to advance load growth

Qualifications

• Bachelor's degree required in economics, finance, business, engineering or a related field.
• Two (2) years of utility experience in engineering, operations, and billing.
• Three (3) years of relevant relationship management, engineering, accounting, sales and/or customer service experience.
• Project management or administrative support experience preferred.
• Experience in Energy Efficiency and Conservation Programs preferred.
• Experience in developing professional reports.
• Directly related experience may substitute for education.

Responsibilities

• Lead and manage the Customer Energy Solutions group and key accounts program.
• Collaborate with internal and interdepartmental stakeholders to align with strategic goals.
• Develop and administer budgets for Customer Energy Solutions and related funds.
• Oversee EE&C and DER program development and implementation.
• Provide proactive customer support and regular reporting to key accounts.
• Coordinate program planning, forecasting, and performance metrics.

Skills

Project management

Relationship management

Leadership

Customer service

Report development

Education

Bachelor's degree in economics, finance, business, engineering, or related field

Tools

ANB eTRACK platform

Job description

Under general supervision, the Customer Energy Solutions Program Manager is responsible for the overall performance of the group, Lead and Manage Key Accounts, Energy Efficiency & Conservation (EE&C) and Distributed Energy Resources (DER) programs, ensuring compliance and operational excellence. Collaborate with stakeholders to support strategic initiatives, focusing on leadership, project management, and continuous improvement in service delivery.

ESSENTIAL FUNCTIONS

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

1. Supervision

• Supervise, train, motivate, and evaluate Customer Energy Solutions group members; work with employees to correct deficiencies; support employee professional development; identify and resolve employee concerns and/or problems; direct work; complete employee performance evaluations; and participate in hiring, terminating, and disciplinary decisions and/or provide recommendations.
• Develop and implement comprehensive training programs to enhance employee skills and knowledge.
• Develop and administer annual budgets for Customer Energy Solutions and the Energy Efficiency and Conservation Special Revenue Fund.
• Develop and implement work processes for the Customer Energy Solutions group, related to Key Accounts, Energy Efficiency & Conservation, and Distributed Energy Resources (DER).
• Establish and maintain effective working relationships with internal stakeholders such as Business Operations, Electric Engineering and Operations, Safety, and Operational Technology.
• Establish and maintain effective working relationships with interdepartmental stakeholders such as Finance, Legal, Economic Development, Permitting and Inspections, and Customer Care and Billing.
• Effectively manage and lead multiple projects concurrently.
• Act as lead in areas pertaining to electric business operations, including, but not limited to procurement processes, contracting, budgets, financial reporting, pole attachments, key accounts, board and council matters, and utility strategic planning.
• Collaborate with internal electric utility personnel to develop/revise processes and procedures to create better communications and processes among all departmental groups and to develop more efficient and cost-effective work practices.

2. Key Accounts Program

• Oversee the development and implementation of the Key Accounts Program.
• Provide leadership and support to the Customer Energy Solutions personnel in achieving the following objectives:
• Provide excellent operational support to electric key account customers by offering
• dedicated account management offering personalized solutions and proactive support, including regular check-ins and customized energy management strategies
• Regular Communication and Reporting: Maintain regular communication with key accounts through meetings, reports, and updates on energy usage, pricing, and any changes affecting their service.
• Problem Resolution and Support: Ensure rapid response to any issues or concerns raised by key accounts, including technical problems, billing inquiries, or service interruptions. Anticipate potential issues and offer proactive solutions to minimize disruptions and enhance the customer experience.
• Strategic Planning and Forecasting: Work with key accounts to develop long-term energy plans and forecasts that align with their business goals and energy needs.
• Customer Satisfaction and Feedback: Regularly gather feedback from key accounts to assess satisfaction levels and identify areas for improvement. Use feedback to continuously refine and enhance the key accounts program and address any emerging needs or issues.
• Performance Metrics and Evaluation: Establish key performance indicators (KPIs) to measure the success of the key accounts program, such as customer satisfaction scores, retention rates, and revenue growth. Conduct regular evaluations of the program’s effectiveness and adjust as necessary to ensure it meets the needs of key accounts.
• In collaboration with economic development, represent Electric Utility in efforts related to strategic load growth and economic development and retention activities.

3. Energy Efficiency & Conservation (EE&C) Programs

• Oversee the development and implementation of the Residential and Commercial Energy Efficiency and Conservation Programs.
• Provide leadership and support to the Customer Energy Solutions personnel in achieving the following objectives:
• Support Customer Energy Solutions personnel in developing and implementing residential and commercial EE&C programs.
• Support Customer Energy Solutions personnel in developing and implementing customer education materials for new EE&C programs.
• Support Customer Energy Solutions personnel in implementing and managing rebate applications through the ANB eTRACK platform.
• Support Customer Energy Solutions personnel in applying for grants for the EE&C program
• Develop, implement and manage Commercial and Residential Demand Response programs.

4. Distributed Energy Resources (DER) Program

• Oversee the implementation of the DER programs to ensure DER interconnection compliance by the DER customers.
• Overseeing the software integrations, DER system operations, Interconnection Agreements, and Budgets of DER within the Electric Utility.
• Support Customer Energy Solutions personnel in managing interconnection applications through the ANB eTRACK platform that hosts our service portal for our online DER Interconnection Application Process.

5. Other duties as assigned.

MINIMUM QUALIFICATIONS

Education, Training, and Experience Guidelines

• Bachelor's degree from an accredited college or university with major coursework in economics, finance, business, engineering, or a related field.
• Two (2) years of utility experience in the areas of utility engineering, operations, and billing.
• Three (3) years of relevant relationship management, engineering, accounting, sales and/or customer service experience.
• Project management or administrative support experience preferred.
• Experience in Energy Efficiency and Conservation Programs preferred.
• Experience in developing professional reports.
• Directly related experience may substitute for education.

Knowledge Of

• General Electric design, construction, operations, emergency processes, metering, and billing processes.
• Knowledge of computer systems, which may include setting up and using hardware and software programs, entering data, or processing information.
• Knowledge of principles and processes for providing customer service
• Experience managing projects across multiple departments is required.
• General Energy Efficiency and Conservation program knowledge.
• General Distributed Energy Resources program knowledge.

LICENSES AND CERTIFICATION REQUIREMENTS

Valid Class "C" Texas driver’s license required. Out-of-state license holders must have a valid license and provide a three-year driving history.

Physical Demands and Working Environment

Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, kneeling, crouching, crawling, bending, twisting, climbing, balancing, vision, hearing, talking, use of foot controls.

Hiring Range

$101,333.96 - $126,942.40, annually.

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