Manager, Strategic Customer Services

Duquesne Light Company headquartered in downtown Pittsburgh is a leader in providing electric energy and has been in the forefront of the electric energy market with a history rooted in technological innovation and superior customer service. Today the company continues its role as a leader in the transmission and distribution of electric energy providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania.

Duquesne Light Company is committed to creating a culture of inclusion. We value and respect the unique differences and experiences of our employees. We believe that our differences lead to better collaboration innovation and outcomes. We want you to join our team!

Job Title : Manager Strategic Customer Services

Position Summary :

The Manager Strategic Customer Services will be responsible for leading and transforming the Duquesne Light customer experience for commercial and industrial customers. This role will be responsible for identifying and fostering synergies between the New Development Connections and Strategic Account Services functions including building the necessary systems processes business customer segmentation and process documentation. Strategic account customers will experience optimized care through a dedicated service organization focused on their current and future strategic needs and opportunities for optimization.

Location : Hybrid Wood Run Campus Pittsburgh PA

Job Duties and Responsibilities :

• Serve as the companys leader and liaison for large commercial and industrial customers and provide thought leadership to internal stakeholders to transform customer experience and grow DLCs impact and relationships within the business community.
• Lead a team of professionals responsible for maintaining and managing relationships across commercial and Industrial customers within Duquesne Light territory.
• Provide leadership and coaching to foster strong account management skills including relationship building strategic planning customer advocacy and portfolio management
• Develop and execute processes procedures and KPIs withing the strategic customer team to produce measurable results.
• Identify opportunities for continuous improvement to increase efficiency increase quality of service and improve customer satisfaction.
• Lead efforts in designing tailored C&I engagement strategies leveraging customer segmentation journey mapping and Customer Relationship Management System.
• Provide guidance and oversight of company policies and PA PUC rules and regulations pertaining to large C&I customers.
• Build customer relationships to position DLC as a preferred partner to developers and construction companies by forming relationships with municipalities developers trade associations and others.
• Serve at the primary point of escalation to resolve business customer issues and inquiries.
• Provide C-suite level presentations and updates relevant to DLCs strategic customer base.
• Serve as a subject matter expert for DLCs Customer Relationship Management (CRM) systems including implementation optimization and maximizing CRM capabilities to drive customer engagement operational efficiency and strategic insights.

Additional Responsibilities :

Education and Experience Required :

Preferred Qualifications :

Skills / Abilities :

Scope

Primary focus is on day to day management of operational execution. Also develops and exercises business plans policies and procedures. Contributes to proactive planning exercises of management team as requested. Trains and develops staff. Plans the work flow. Looks for areas of process improvement and directs available resources to accomplish this. Leads changes and implementations for direct team as pushed down through the organization.

Decision Impact

Resolves problems of a greater complexity than the Supervisor level. Improves existing processes and systems using conceptualizing reasoning and interpretation skills. Solutions require thorough understanding of business strategies and issues. Defines broad based solutions that would require consideration of wider implications on organization results & resources.

Hybrid Work

Position follows our hybrid work model with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles

All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position as duties can vary across the Company. Examples of storm roles could include but arent limited to duties such as : working with operations for service center support or with the communications customer service or government affairs teams to respond to public and customer requests for information etc.

Data Governance

Utilize data to make business decisions as appropriate for the position support data stewardship activities and partner with IT on underlying data needs.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship without discrimination because of race age sex color religion national origin disability sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis as defined by applicable law and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including but not limited to hiring compensation benefits terms and conditions of employment opportunities for promotion transfer layoffs return from a layoff training and development and other privileges of employment. An integral part of Duquesne Light Holdings commitment is to comply with all applicable federal state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening apply for a position or participate in the interview process connect with us at and describe the specific accommodation requested for a disability-related limitation.

Required Experience :

Manager

Key Skills

Bidding,Crane,Finance Management,Accountancy,Avionics,Blackberry

Employment Type : Full-Time

Experience : years

Vacancy : 1