Position Details

Type Not Specified

Experience entry

Exp. Years 1+ years (CSM I) or 3+ years (CSM II); or 5+ / 7+ years in lieu of degree

Education Bachelor's degree

Category Sales & Business Development

About this role

This role manages a portfolio of large commercial and small industrial customer accounts and key governmental relationships. The manager is responsible for improving customer service outcomes in the assigned territory, including troubleshooting issues and coordinating cross-functional service activities.

Key Responsibilities

Develop and implement account plans and manage commercial and governmental customer relationships
Resolve customer issues related to sales and service reliability
Negotiate and coordinate service and contract activities for new/expanding customers
Manage municipal franchises and community development/strategic marketing plans
Handle escalated issues from regulators and support media/public communications

Technical Overview

The work centers on customer service reliability and operational troubleshooting, rate analysis, and coordination across operational functions (Billing, Engineering, Construction, Power Quality). It also requires strong regulatory understanding and structured escalations handling with regulators and public communications support.

Ideal Candidate

The ideal candidate will be a customer service leader with experience managing large commercial accounts and resolving escalated customer issues. They can build account plans, perform rate analysis, coordinate cross-functional service activities (Billing, Engineering, Construction, and Power Quality), and communicate effectively with regulators and media. Bilingual Spanish and English is a plus but not required.

Must-Have Skills

Bachelor's degree1+ years of experience in customer serviceengineeringor operations3+ years of experience in customer serviceengineeringor operations

Nice-to-Have Skills

Bilingual (Spanish & English)

Tools & Platforms

MS Excel

Required Skills

account plansrate analysiscustomer issue resolutionsales and service reliabilitynegotiate service and contract activitiesBillingEngineeringConstructionPower Qualityescalated customer issuesmedia responsepublic communicationsproject managementregulatory regulations

Hard Skills

account plansrate analysiscustomer issue resolutionsales and service reliability troubleshootingRFQservice contract activities coordinationBillingEngineeringConstructionPower Qualitycustomer service escalation resolutionregulator escalationsmedia responsepublic facing communicationsMicrosoft Officeproject managementregulatory regulations

Soft Skills

excellent communicationpresentation skillsmedia and public speaking experienceself-starterchange agentstrong project management abilitystrong organizational agilityability to delegate workmaintain focusrelationship buildingnegotiationcross-functional collaborationstrategic marketing planningstakeholder managementindependent judgment

Industry & Role

Industry Energy

Job Function Manage customer service performance and relationships for a portfolio of commercial and municipal accounts in the region

Role Subtype Customer Success & Support

Keywords for Your Resume

Customer Service ManagerCustomer Service Manager ICustomer Service Manager IICSM ICSM IIportfolio of assigned commercial accountsaccount plansrate analysiscustomer issues/concernssales and service reliabilitynegotiate and coordinate service and contract activitiesBillingEngineeringConstructionPower Qualitybillingengineeringconstructionpower qualityescalated customer issuesregulatorsmedia responsepublic facing communications

Deal Breakers

Must meet the CSM I or CSM II education and experience requirements (Bachelor's degree with 1+ or 3+ years respectively, or equivalent experience in customer service, engineering, or operations)

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