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Manager Key Client Services

Location:

PA, Pittsburgh

Job type:

Permanent

Job Description

Company Profile:

Direct Energy generates electricity and produces natural gas, as well as selling commodities and servicing the energy needs of homes and businesses in 46 U.S. states plus the District of Columbia and 10 Canadian provinces. We also help our customers save on their energy bills through energy efficiency. Located in over 50 locations, our team of 6,000+ employees serve over 6 million residential and commercial customer relationships.

Direct Energy is a subsidiary of Centrica plc (LSE:CNA), one of the world's leading integrated energy companies with over 20 million customers and 34,000 employees worldwide. We are committed to being the most recommended energy and services provider and leading the transition to a low carbon society.

The Manager of Key Client Services is a key member of the Customer Operations team and is primarily responsible for managing a team that delivers a personalized service experience for key customers and serving as the main point of contact for resolving customer issues for key brokers, while ensuring commitments are delivered in line with obligations for non-standard contracts as required. She/he will also be responsible for building a strong customer centric culture, along with building a strong internal network of cross-functional stakeholders. Key to this role is creating, evolving and driving strong relationships with key customers and brokers to enable increased retention rates by delivering outstanding customer experience.

Requirements

  • Bachelor’s degree preferred, with 5-7 years of relevant work experience
  • Strong analytical abilities and problem solving skills
  • Excellent oral and written communication skills
  • Excellent interpersonal skills with an ability to work effectively with cross-functional teams
  • Ability to provide thought leadership on complex customer impacting issues, sometimes with limited fact-base
  • Ability to excel in a fast past, highly volatile environment; effectively managing multiple activities and meeting deadlines
  • Resourcefulness to work with limited supervision while managing team members while making rational decisions impacting revenues, customer satisfaction and financial liabilities
  • Excellent working knowledge of Microsoft Excel and PowerPoint
  • Good knowledge of North American gas and power markets and competitors would be considered an asset

Responsibilities

  • Works with stakeholders to clearly identify eligible customers and brokers to be included in the Key Client Service model. Collaborate with stakeholders to establish criteria for the Key Client Service model, including evaluating lifetime value, broker portfolio values and customers with non-standard contract terms requiring special attention
  • Builds consensus on a cross-functional basis to develop, clarify and implement a plan to deliver a segmented customer experience for a key segment of our customer and broker base
  • Proactively manages end-to-end service delivery for eligible customers to ensure timely on-boarding, billing and collection activity including resolution of all issues originating during the customer lifecycle
  • Actively manages team performance using key performance indicators and focuses on actions that deliver an outstanding customer experience as measured by Net Promoter Score surveys
  • Actions Net Promoter Score survey feedback to address outstanding gaps in service delivery
  • Plays a lead role in helping reduce operating expenditures by digitizing transactional activity related to billing, payments and communication for key customers
  • Provides frequent updates to all stakeholders to keep them abreast of functional performance and subsequent customer experience
  • Introduces and implements best practices related to delivering an outstanding customer experience across all stages of the customer lifecycle
  • Manages a team of solid self-motivated individuals while developing and embedding a proactive customer focused culture in daily operations
  • Harvest relationships with key customers, brokers and Sales, including but not limited to, coordinating and/or participating in focus groups and on-site visits as necessary
  • Act as a key stakeholders to support digital initiatives related to our customer portal(s)

The IndividualDirect Energy and its subsidiaries are an Equal Opportunity Employer - EOE AA M/F/Vet/Disability
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