Program Manager, Large Retail Services

American Water Resources Association - Wenatchee, WA

- Mid Level

Wenatchee, WA

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

The Large Retail Service Program Manager serves as the primary contact for our largest existing and potential customers (over 5 MW), ensuring exceptional service and fostering strong relationships. This role involves customer engagement in areas such as service applications, rate inquiries, policy interpretation, outage response, and general support. The Program Manager acts as an advocate for customers, addressing their needs and facilitating effective communication and collaboration across internal departments.

Responsibilities

• Build and maintain strong relationships with existing and potential large customers.
• Serve as a trusted advisor and primary contact for service inquiries and requests.
• Engage proactively to understand customer needs, preferences, and expectations.
• Advocate for customers within the utility, ensuring prompt resolution of issues or conflicts.
• Guide large customers through the interconnection and application process for new, expanded, or modified service connections.
• Assist with paperwork, requirements, contracts, and regulatory compliance.
• Collaborate with internal departments to expedite processing and ensure timely project execution.
• Assist customers in understanding utility rates, tariffs, billing, and contracting processes.
• Address inquiries and provide guidance on service options, energy efficiency programs, and cost-saving opportunities.
• Interpret utility policies and clarify requirements, eligibility, and workflows.
• Facilitate contract development in collaboration with cross-functional teams.
• Address general inquiries, concerns, and feedback from large load customers.
• Collaborate with cross-functional teams to implement process improvements and service enhancements.
• Lead or coordinate special projects and assist with economic development opportunities.
• Comply with District policies and complete all required training.
• Drive a motorized vehicle while conducting business on behalf of the District.

Requirements

• Bachelor's Degree in Business Administration, Marketing, Public Relations, Energy Management, Engineering or a related field.
• 5+ years of experience in customer service, account management, or a related field, focusing on large commercial or industrial customers.
• Relevant experience in Customer Service, Account Management, Analytics, Finance, or Business-to-Business sales or marketing within the energy services, energy engineering, energy management, or utility industries.
• Valid Driver's License at hire and WA Driver's License within 30 days of hire.

Nice-to-haves

• Utility experience is preferred.