Expert Customer Onboarding Specialist

Requisition ID # 146970
Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Engineering, Planning & Strategy
Work Type: Hybrid
Job Location: Oakland
Department Overview
The Clean Energy Transportation (CET) group is focused on accelerating the adoption of clean vehicles in California. We serve PG&E’s customers by deploying electric vehicle charging stations under several infrastructure programs, rebate programs. EV rates, and information resources to aid in transportation electrification decision making. Since 2017, we have served over 200 customers with ~5,000 EV charging stations, provided EV rebates to over 150,000 customers, and enrolled over 100,000 customers in our EV rates.
Our team helps California meet its clean transportation goals and works to address one of the largest contributors to climate change. We do this by focusing on safety and quality, investing in our team’s success, solving problems, and striving to be better, working as an integrated team, and building trusted relationships. We are looking to collaborate with passionate, thoughtful people who want to make a real impact. Come join our team and help drive the transition to clean energy transportation.
Position Summary
The successful candidate will directly support PG&E’s EV Fleet Program and manage a queue of approximately 25-40 customers annually, as well as individual projects from customer interest through contract signature. Daily interaction will be with team members, direct leadership, internal and contracted engineering, and customers.
Strong project management and customer relationship building is critical to be successful in supporting team goals and seeing customer applications through to completion. Customer Onboarding Specialist will also regularly work with Engineering team, Capacity, and Service Planning, as well as assist with process improvement opportunities.
The role is hybrid working primarily from your remote office with in-person meetings 1-2x quarterly at the Oakland General Office or as business needs require.
PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.
A reasonable salary range is: ​
California Minimum: $108,000
California Maximum: $​173,000
Job Responsibilities
Implement PG&E’s acquisition strategy for customer participation in the EV Fleet program
Support the development of lead generation and other activities to accelerate adoption of clean fuel medium-and-heavy duty vehicles in PG&E’s service area
Develop a deep understanding of the numerous factors involved in fleet electrification and further customer’s knowledge of the process and PG&E’s role within it, explain program benefits, and tailor presentations/tool demonstrations to fit unique customer scenarios
Research and communicate emerging regulatory issues (i.e., CARB vehicle regulations) and emerging policy issues relevant to lead generation for Clean Transportation programs
Ensure timely and accurate data entry and documentation of project information across various tools, including Salesforce, Excel, Power BI
Foster a collaborative and speak up culture that drives transparency
Resolve day-to-day operational issues related to program, customer satisfaction, and internal coordination
Ensure high customer satisfaction in end-to-end customer journey
Qualifications
Minimum:
Bachelor’s Degree in Engineering, Business, Finance or Marketing or related field or equivalent work experience
6 years of relevant work experience
Desired:
Excellent oral and written communication skills and demonstrated ability to develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
Meticulous with excellent organization and time management skills
Subject matter expertise and/or established relationships with stakeholders in one or more high-impact areas within Clean Transportation, including Fleet electrification and total cost of ownership analysis
Knowledge of clean transportation, distribution planning and/or operations and associated technologies
Background in solving complex problems, effectively articulating an action plan the results
Demonstrated ability to manage multiple assignments simultaneously, prioritize and deliver quality results on time
Knowledge of relevant federal, state, and local regulations and laws - for example CARB, CEC, and CPUC - as needed to perform at the job level
Ability to work independently in a fast-paced, multi-stakeholder environment
Travel 1-2 days per month
Knowledge, Skills, and Abilities:
Team first attitude
Excellent presentation, written, and verbal communication skills
Ability to develop working relationships with customers and business partners ensuring that work plans and operations are coordinated, aligned and support attainment of department and company goals and objectives.
Knowledge of regulations and regulatory agencies that impact electric vehicles
Understanding of basic electric distribution engineering
Experience working with one or more of the following stakeholders: customers, vehicle/EVSE OEMs, engineering design firms, and utilities
Ability to think strategically and critically
Work independently and in support of the broader team
Passion for excellence and accountability
Applicable project management experience
Experience managing a large volume of work with many stakeholders
Ability to represent the company with customers or industry representatives, as needed
Ability to work constructively, collaborate, drive progress, and resolve challenges across internal and external stakeholders
Ability to work in a sometimes-ambiguous environment